Resolved! How to get duration to resolved the csm cases
How to get duration to resolved the csm casesIs there any metric table created for calculating the average duration to resolved the cases. Thanks
Forum Posts
Search issue on CSM portal
When trying to search for a CR on the portal, it returns its correspondent RFCH case. We need it to return the only CR case so that the customer can see all the up to date notes. Is there any other solution for this?
All approvals required again if rejected once
Hi,I need to make it so that if any approval is rejected - others cease to apply and are required again for Normal Change Request.The problem is that in each approval step we have a script that if a person has previously made an approval and approved...
Create Case Type from Interaction Record-Consumer, Type Should be Autopopulate from Interaction
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...
How to Configure the List Layout for a Reference Field (Reference List)
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...
Resolved! Internal Users Working on External Customer Projects (Case vs Incident) + CSM RITM Visibility Issue
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...
Resolved! Maximum payload size for inbound rest api call
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..
Servicenow Document Viewer is not working for external users
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...
Resolved! Did ${URI_REF} helps to open a record in SOW
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...
QA on CSM dashboards
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...
Inactivity Monitor for Case table
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, ...
Is there any way to hide the author in the knowledge articles?
Hi guys, My question is simple. Is there any way to hide the author in the knowledge articles? Thanks in advance, Rodrigo.
Parm1 not fetching for SLA flow
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 ...
Does Read-Only Access to Customer Data Require a CSM License?
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...
Advanced Work Assignment CSM - Setting the daily capacity of an agent to 10
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 ...
