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Integration

var qaurl = 'https://service-now.com';var apipath = '/api/now/table/sys_user_grmember';var username = 'Automation';var pass = 'xxx';var asgrpid = 'e666528b939e2ad4e2cb3af17cba109a'; // Group sys id in qavar value = '84a4d1df87758510735aba2c8bbb3559';...

kirankr2061 by Tera Contributor
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  • 4 replies
  • 0 helpfuls

Send Automated Survey when the Customer Accepts the Resolution

I want a Customer Satisfaction survey to be triggered when case state changes to "Resolved" and the resolution is accepted by the customer. Survey is only sent once per case. Survey link is delivered to the customer via email or shown in the portal. ...

razanantar by Tera Contributor
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Regarding Case Management Notifications

I would like to know the notification conditions and recipients for the notification "Case closed for RP consumers."I understand that the following method is used to create the event that triggers this notification:https://<instance>.service-now.com/...

Resolved! CSM Case Handoff / Transfer – Looking for OOTB Options

Hi Community,I’m working with CSM cases and exploring how to handle case handoffs between assignment groups more effectively.The business requirement is: when the assignment group changes, we want an intermediary form or pop-up to capture structured ...

CSM Lookup and verify Error message

Hello,we are using case types and have extended the sn_customerservice_case table accordingly.Now we see this error message popping up in CSM/FSM configurable workspace (and I believe elsewhere as well): "Info Message: Unable to identify source of th...

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What would you use to manage spare parts?

We are implementing Customer Services and Filed Service modules and bringing our customer installed base into Assets Management. What would we use to manage spare parts (Material Master in SAP) so that it is linked installed equipment. Should we use ...

Interaction's state field sn_hr_core.case_writer users dont have write rights

Hello, I am facing an issue with the interaction table acl's. User's dont pass the acl's to write on the state field even though they have the role sn_hr_core.case_writer , specifically for the interaction records that have application Advanced work ...

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Community Alums by Community Alums  
  • 356 Views
  • 1 replies
  • 0 helpfuls

Some variables are not getting populated on RITM

Hello Community,I am facing an issue with RITM variables. The requirement is that some variables should be populated based on RITM state. What I tried:I created UI Policies to populate variables when the state changesHowever, the variables are not be...

as001072015 by Tera Contributor
  • 296 Views
  • 2 replies
  • 0 helpfuls