One of our CSM case type includes a catalog record producer with an assessment form used by internal agents fielding customer calls by phone and external end users via CSM portal. The assessment form is a collection of decision trees to determine if...
Hi!In my CSM portal, in the ticket view, I would like to show the title (short_description) of the article instead of the number, but I'm not able to access the corresponding record in "kb_knowledge". It always stay empty. Here is my code sample : va...
Another noob question from me, i'm afraid! So, at my place of work, the CR risk rating is determined by a risk assessment survey essentially. In my PDI I appear to have the same link, it says "Calculate Risk" near the bottom of the CR form under Rel...
Good afternoon-Recently I installed the Lookup and Verify plugin - I have made the consumer and contact configurations Active, and have also double checked the UI actions to ensure they were also active. I have went through every post and documentat...
There is OOTB retention policy for one yearI have a requirement to make the archive record to older than 4yearsbut there is no drop down option available how to configure the dropdown/choice list to make 4 years selectable available(in dropdown) Ple...
We need to add new fonts to the HTML Editor. I tried to modify glide.ui.html.editor.v4.font.collection by adding a new fonts Montserrat=Montserrat;, remove fonts and rearrange the order in the string. Nothing seems to make any difference, it seems li...
How to add the register beside of the login
Guys , I am working on CSM OOB implementation and want to know registration/ onboarding process for Consumers and customers both.. For customers I see self registration option available in OOB CSM portal but for Consumers I don't see that option. Ple...
Hello Is there a way to import Favorites from U16 into List/My Lists in the configurable workspace (Yokohama)? Tx Renaud Larcier
Hello Everyone, As we know ServiceNow have introduce platform analytics and suggested to migrate all the dashboard into it. So currently my instance version is Washington and i tried to migrate two dashboards. They got migrated but in platform analyt...
Hello Experts, I need you're help on the SOW side, In below image you can see the tow part where the email is in left and right side we have a list of articles. So the problem is when the right side of list count is increased that time left side emai...
I have a client who would like to log actual or estimated travel distance for field service agents in similar way as travel time and work time can be stored on time card for a Work Order.Does anyone have a suggested solution for this requirement or h...
Hello All,I have a requirement when change is created from incident it should be shown under "change request" related list. Both the incident and change request will have the same parent, which is case. Any idea how to do this?
Hi Community,We recently raised a HI ticket with ServiceNow and noticed that their standard ticket widget for CSM cases includes several impressive features that we’d like to replicate in our own implementation. Specifically, we observed:A swimlane a...
