Hi Experts, My organization want to limit the access of creating cases for the internal users based on specific group/role. We are on Australia upgrade and using CSM workspace. Please find the attached screenshot for better understanding of my query....
Hi All,Requirement Description: I came across an interesting requirement to search records from a custom extended CSM Case table by Short Description in the Global Search and resultant CSM case will appear CSM/FSM Configurable Workspace.I couldn’t f...
Hi Community,I'm working with Customer Service Management (CSM) and noticed the Customer Information and Customer History tabs on a Case record in Workspace (screenshots attached).The Customer Information tab displays several customer-related compone...
I have a custom helpdesk case table in our instance that extends the OOTB case table (sn_customerservice_case). I have a need to export the relevant configuration files (Column's BR, Choice values, Scripts, Form Design, UI Policy etc) associated with...
Hey community, I am troubleshooting an issue in CSM portal. The 'Notification' button in the header isn't available for most of the external users - users who are stored in 'customer_contact' table.Interestingly, we have a 'test user' who is able to ...
Hi Team, We are unable to access the SNOW the page is not loading. We tried to log out and log in multiple times but it was not working. Can someone check it `ASAP?
whenever the provider has submitted the form for this q1, if he is coming back an looking at the form in q2, he should have enough details to view what is being answered in the previous quarter.
Hi,I have disabled - Qualification is required for new requests.As per servicenow document(please refer below link), it says if above is disabled than work orders automatically be qualified and moved directly to the next state that is configured for ...
We are designing a ServiceNow architecture for a university environment with two main personas:StudentsStaff membersThe current requirement is:Students will use a Business / CSM portal.Staff members will use Employee Center.Both students and staff sh...
Hi, I have created a Service Definition in ServiceNow CSM. I also created a custom Case Type using the platform’s Table feature.However, when I create or update the Service Definition and select the custom Case Type table, the Case Type field remains...
I want to add a condition using a script to Search Sources of AI Search.If you know how to add it, please let me know.
I have set the default font and size for creating a Knowledge article to Arial 12 in both Article body and Restricted text. When choosing "Create an Article" or "Create New", the default font in the Article body and Restricted tex shows as Arial 12 ...
I am having issues configuring customer central in CSM configurable workspace. The customer activity tab on the interaction record is not populating with any data despite my best efforts. I have tried modifying some of the customer central settings a...
Hi all,Can you help me to know why there is no Case, Interaction records are visible in my CSM Workspace at Customer Activity Tab.Below are some screen shots related to that. As you can see there are 3 records for Consumer "Gilly Parker" in Customer ...
Currently there are multiple mailboxes are receiving emails from the clients for different purpose and getting forwarded to SNOW for case creation creating difficult challengesCurrent Challenges The existing RPA-driven process is complex, difficult t...