Resolved! Workflow visibility
Is there workflow visibility in CSM? I would like to see a workflow of all the processes involved in CSM.
Forum Posts
Resolved! CSM/FSM configurable workspace popup modal new button
Hi all, Is there a way to add a new button to the popup modal for reference fields in the CSM/FSM configurable workspace?The specific requirement is to be able to create a new contact and associate it to the case without navigating away from the case...
Unable to install CSM/FSM Configurable Workspace on PDI
Hi all, With the Yokohama release, multiple previously available plugins have been transferred into the Store. Due to this, I am unable to install now the plugins: CSM Configurable Workspace, FSM Configurable Workspace, Workforce Optimization for ITS...
notification
How to attach pdf in email notification?
Resolved! How to Set Up Stepper Component for Synchronizing State Field in HR Agent Workspace
I have a requirement to display a state process flow formatter in the HR Agent workspace. While I successfully created a stepper component in the UI Builder, I encountered difficulty syncing the states between the case record and the stepper. I need ...
How to revert back the OOTB problem task type RCA/General
Hi I am facing issue I made changes for problem task in form design removed some sections and added Now i dont need custom section I want to keep OOTB as it after reverting/rolling back everything is okay in Classic Ui/ Backend UiBut after creating p...
Help Shape the Future—Share Our Research Invitation With Your Agents
Hi everyone - We’re building a list of agents who are interested in sharing feedback on future-facing designs for CSM Workspace. We'd appreciate you sharing our short invite survey with agents at your company who may be interested in joining. By j...
have custom incident when the user uploads more than 30 attachments, first ones are not visible
we have create FO incidentes ( custom table u_incidentes) so external user can report through email to our NOC when a Fiber O incident happens.when have noticed that once the attachments are more than 30, the first ones uploaded are no longer visible...
RITM Record State Options & Transitions
Hi Team,RITM State Flow: As an ITIL User,I should see the following State Options & Transitions on RITM records.OpenStarting State on CreationTransition to Work in Progress: When ANY child SCTASK's State moves to Work In Progress, the RITM's state sh...
special character mismatch (dot vs dash)
the vrops data comes in (-) to UD , however it is set to (.) in SNOW. how to overcome this mismatch altogether . currently a script is used to convert the (-) to (.)
Formatter
Hi Team, Can we call formatter on case form and make it mandatory as per assignment group changes? Thanks & Regards,Reena
Resolved! Multi Row variable set varriables are missing in Report Filter
Hi Team,I have a multirow variable set [Contact Info] for a Record producer[creating record in case table] .But when I am creating a report , I cannot choose those variables from report filter.Could you please help me here.Please find the screenshot...
Resolved! How to get duration to resolved the csm cases
How to get duration to resolved the csm casesIs there any metric table created for calculating the average duration to resolved the cases. Thanks
Search issue on CSM portal
When trying to search for a CR on the portal, it returns its correspondent RFCH case. We need it to return the only CR case so that the customer can see all the up to date notes. Is there any other solution for this?
All approvals required again if rejected once
Hi,I need to make it so that if any approval is rejected - others cease to apply and are required again for Normal Change Request.The problem is that in each approval step we have a script that if a person has previously made an approval and approved...
