Resolved! Knowledge Base for CSM porta
Hello everyone, How do we create a knowledge base for CSM portal? I have created the knowledge base, but I am not sure how to root it to the portal. Regards,
Forum Posts
Search issue in CSM portal
When trying to search for a CR on the portal, it returns the RFCH case. We need it to return the CR case so that the customer can see all the up to date notes. The functionality is working in dev and test instances but not in production.
Popup Special Handling Notes when OnChange of the Account field
I have seen other people post this question and get some responses suggesting you can do this with a client script, but there is no further information on how to actually do it.If we set a SHN on an Account, when someone creates a Case and selects th...
How to make sure that the to do
How to use the world in which the to do to help us to get it now in a great time to help
Embed Platform analytics dashboard on portal for end users visibility
Hi Team, We have built a platform analytics dashboard for the table (security incident Response). and we want to embed this dashboard to CSM portal for end user visibility . Kindly suggest on same. Note: we tried creating HTML widget for same but did...
Resolved! SOW: How to set default "Records per Page" from 10 to 100
Hello, how I can set the default value of the "Records per page" from 10 to 100 in the Service Operation Workspace and/or in Workspace general?Best regards
CSM and FSO workspace limitations for atf test script preparation for Dispute Management
I'm currently facing some challenges in writing the ATF test script for Dispute Case creation. I would really appreciate it if you could share how you’re approaching this or provide a sample script or any key inputs. This would be very helpful for me...
Auto populate "Account" and "Contact" field for a CMS Case
Hi, I need assistance with auto populating these two fields "Account" and "Contact". Once the request is submitted to create a case the information loaded on the cases "account" changes, and the "contact" is cleared. The form doesn't take the correc...
CSM: Query BRs are failing when we Schedule the report.User can able to see complete list of records
Hello Everyone, We have CSM implemented, and currently, case visibility for agents is restricted based on the account — meaning, agents can only see cases related to their own account. This setup works well, and our Query Business Rules are enforcing...
Resolved! Audit history List should be visible for only admin and it_location_admin on location table
Hi Team, Audit history List should be visible for only to the user has role admin and it_location_admin on location table. How to achieve this. Regards,Abhilasha G T
We want to reduce the rate at which emails to external customers do not arrive.
We have received the following requirements from a customer.We want to reduce the rate at which emails to external customers do not arrive.To achieve this...- Avoid domain and IP address rejection settings- Avoid emails being sorted into the spam fol...
What is Unified User in CSM Yukohama, can we use it to manage multiple profiles for a user?
I want to create multiple shadow profiles for a same person, likewise we do for Translated Versions of a Knowledge Article ( A separate object but linked with the same user).Different profiles can have different group membership and roles and a user ...
AI SEARCH Exact Match open the result in native form view.
We have configured the AI search on the portal . While searching a case with number it provide the exact match however it open the result in the form view not in the portal.Could anyone help me to change the configuration so that navigation happens t...
CSDM/CMDB Example Structure
Hello,i would like to capture all our services, applications and servers into ServiceNow. My Goal is to hold the servicenow thinking and do not any customized structure. At the bottom you find examples from my Miro Board. Can you please take a look a...
Copy Work Order Task activity stream to Work Order form
Hi everyone, I hope you are doing well!My task would be to make sure that the activities from the Work Order Task's side should be visible on the Work Order page as well and each of the fields (including the work notes and additional comments too) sh...
