Hi Everyone, 1)We have a "Create a Case" button on Interaction form in our CSM Workspace for Customer Service Management.2)Currently clicking on this button one pop screen is visible on the screen with a choice field with all 3 case types( "Complaint...
You can configure a list layout to define which columns appear in a reference field’s list view.Steps to Configure the List Layout:Navigate to the Relevant ListIdentify the list you want to configure.For example, in the Case form, the Contact referen...
Hi Community,I have a couple of questions related to a CSM implementation and would really appreciate your guidance:Q1: Internal Users Working on External Customer ProjectsIn our organization, we provide services to external customers using CSM (Case...
Maximum payload size for the inbound rest api request?May I know where it is configured in service now..is it in system property? If yes, can anyone share the property name..
Hi Team, Servicenow Document Viewer is not working for external users, when ever an external user clicks on pdf file from csm portal. Document viewer is opening in a new page with error message : "Security constraints prevent access to requested page...
hi everyone ,i created a notification that contains ${URI_REF} its open the record in itil but i want to open the record in sowcan anyone help me how to configure it can we do by using ${URI_REF}record is opening here but i want topen record here di...
Thank you for your assistance.Is there a way to display dashboards created in ServiceNow's CSM in a configurable workspace? I would like it to be like a menu tab on a workspace like ITSM (Service Operations Workspace), but in CSM there are no dashboa...
Hi all, I am trying to determine my options for the scenario below. ScenarioWe have a new case type extended from sn_customerservice_case. Within this case type we have the need to retrieve additional information from other parties when required etc....
ProblemWe're experiencing an issue with triggering the Inactivity Monitor and sending a provider notification to the user for CASES. A question was raised in the internal chat: Has anyone worked on creating an Inactivity Monitor for the Case table, ...
Hi guys, My question is simple. Is there any way to hide the author in the knowledge articles? Thanks in advance, Rodrigo.
Hi Gurus, We've a strange situation here where our instance is domain separated and we're trying to use an OOB SLA notification flow, but it's not working. Please see below for full details: Our Domain Hierarchy is as follows Global TOP Enterprise ...
Hi everyone, I need some clarification regarding CSM licensing. In our instance, we have users with who work operational account manager who only need read-only access to customer-related data (users, RITMs, tasks, changes, etc.). Do these users stil...
Hi All We are wanting to implement AWA in which the case handling capacity for an agent should be 10 for everyday inspite of number of cases present from a previous day.It is like wanting to reset/refresh capacity/utilisation of an agent each day in ...
Hi Team,On Incident form, once the caller field is selected, location field is populated.Based on the Incident location, I want the Service Offering choices are filtered to match the location or any of its parent locations and that the choice (typeah...
Hi Team, I have two fields on case, one is Region(custom field) adn second one is Assignment group.Now In Region field if we select UK as region, in Assignment group it will show only UK based groups. this one is working fine Below is my script incl...
