We are facing one issue in the “if” logic of inbound flow designer to check the certain state value. Based on the condition record will be updated . When the flow is executed, “state “ is taking choice display value, rather than value. Label of the c...
Hi Team,I have created a custom header menu for a Customer Service Portal using the Instance with menu table. The header menu is currently visible to admin users but not to consumer users. Earlier, the same menu was visible to everyone, including c...
Hi, Has anyone discovered a workable solution for the current limitation where external users cannot upload attachments on the CSM portal. Our customer’s process requires an attachment as an approval document when registering an entity, so this capab...
When Self Service Password Reset plugin is enabled, an email notification called 'Customer Reset Password' is added. Any one happens to know When this notification is sen out? Is it OK to disable it?
Hello everyone! I have just passed my CSA exam and will begin my ServiceNow career shortly. Are is there anyone who would provide basic guidance/wisdom on the best practices for being a system analyst for a large scale organization using the CSM modu...
In the Workspace,I have a submit button, when clicked it is redirecting to a new form , but on the new form I want 3 fields to be pre populated based on the 3 dropdowns selected before clicking the submit button.
Currently In FSM we have different assignment methods. Manual Auto assignment Dynamic scheduling From the above we can select any one of the above. But If I want need auto assignment as well as Dynamic scheduling what needs to be done? Scenario: Disp...
Hi All,I have a requirement where an inbound email triggers a flow to create an HSPII record. The system then looks up the HSPII data and anonymizes the email content if it matches a predefined pattern.Based on a Decision Table, if the sender’s busin...
In the CSM/FSM configuration workspace, several default lists appear in the Default List view. We’d like to remove some of these items. What is the recommended best practice for hiding or removing these default lists while ensuring that future upgrad...
In the CSM/FSM Workspace I am trying to update the Comments “verbiage” in the Compose section. So far I have figured out how to update the “Everyone can see this comment” part by following this post I found in the community Modify the compose section...
Hello,I hope you are doing well.We are currently reviewing a design decision in our Customer Service Management (CSM) implementation and would like to confirm the licensing implications to ensure compliance and proper documentation.Licensing contextO...
Dear Experts,I am new to Servicenow and English. Sorry for my poor English.How do I edit the sidebar in the red frame area?Specifically, I want to add Create Consumer (Verify Consumer) to the sidebar.Thank you, brothers.Yoshi
Hi all, 1) It is possible to manage the versioning of the contract documents leveraging OOB functionalities? If not, how it could be done with the minimum customization? 2) Out-of-the-box CSM only manages contract record or it is also possible to cre...
Hello all,I’m Dheeraj Sudan, and my wife, Meenu Hinduja, is currently working on a CRM project for a BFSI client. We’re facing some challenges with our workflow automation: we need to handle errors gracefully at each step while ensuring that duplicat...
Step 1: Integrate Playbook with CSM WorkspaceTo display a Playbook in CSM Workspace, you must configure it as a Related Item or Contextual Side Panel.Configure the Playbook as a Related ItemNavigate to:All → Workspace Experience → Actions & Component...
