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Resolved! How to Include a Custom URL with Record sys_id in Email Notification?
I'm working on a requirement where, whenever a case is created in ServiceNow, an email notification should be triggered. The email body needs to include a direct URL link to the same case record, but on a different/external platform.The URL format is...
Need to create a view inside of which i want fields to be visible from a diff table.
I want to create a view on the CSM Case table (sn_customerservice_case), and from that view, display fields from the Product Model table (cmdb_model), into which I have imported some data using the 'Load Data' module.
user's name is now showing in agent field
Hi Team , agent name is not showing in agent field , its a reference field and its refrencing to user table .i found there is reference qualifier running on javascript:'sys_idIN'+new sn_shift_planning.ShiftPlanningUtils().getAgentsManagedByMe()...
Declarative Action on Form
Subject: Declarative Action button not triggering modal popup in CSM WorkspaceBody:Hi Community,I’m working in CSM Configurable Workspace and facing an issue where a Declarative Action button is not triggering a modal popup as expected.Here’s what I’...
VA topic Question
Hi All / @Logan Poynter,Few couple of scenarios i want to achieve in VA using topic.1. I want to show different bot for esc and /csm or /csp portal , how can we achieve ? Because it is showing me same bot for 3 different portals.2.I want to show Know...
Resolved! Removing "Request Approved" stage from RITM
While developing a workflow for fulfilling Service Catalog Request Items, I've created stages in the workflow. However, while testing, I'm finding that there is an additional stage being added called "Request Approved," which is causing confusion ...
Digital Forms
Hello, We are in the process of digitizing a bunch of client facing forms. Many of our forms will have a large # of questions. Many of the these questions are complicated and may require additional conversations. We prefer to have the client answer a...
Gamification of Agent activity
Hi All, I would like to implement Agent activity Gamification to boost the Customer Experience. I would like to add point eg. First Time Resoluion, Template usage etc. I don't find a guide how to that. We tried somehow but it is not working in the sy...
Resolved! Creating Business Rule to limit what is displayed in a List based on the Customer and User Logged In
Business Issue:When a user logs in to the SSP, they can see tickets that have been raised for their them as an individual and their Customer Account which is the desired behaviour and working as expected. They have the ability to report on and export...
How to make use of Document templates for the catalog form in ESC portal
I have a requirement like when I submit a form in ESC, once the request is approved by Manager,I need to send a notification to the requestor with 2 attachments( which should dynamically update field like data,requestor,location and manager )in the p...
Resolved! Requirement in Angular Template code
Hi all, I have achieved major of my requirement, but kinda stuck in the last bit. So, the logic needed is if Mandatory fields are not filled, submit button should be disabled, not sure where I'm doing wrong, attaching the final code below to check. ...
How to Achieve the functionality Variable (Countrys)should comup based on Variable(Region selection)
Hi How to achieve the functionality when a user choose the Region as North Americaonly North America country should comeup in the Impacted country fieldguide me stepsBoth are from different tableRegion- Custom tableCountry - core_country tableThanks ...
Resolved! Possible to transfer case from one case type to another?
Is there a possibility for agents to move cases from one case type to another? Example use case: 1. Customers can submit cases via email, but we give them one email address to do so for simplicity2. When email received by SN, it creates a case for hi...
Resolved! Integration using Virtual agent
Can we integrate an external url in virtual agent and fetch a value(like a score we get in postman when we GET a url) then use in my virtual agent as an variable ?