Resolved! Tables extended from a case cannot be updated from the CSM workspace
Tables extended from a case cannot be updated from the CSM workspace.sn_customerservice_tr_case is a table extended from case. ACL is not set.
Forum Posts
Ask for Approval action still in waiting state after updating its state as "No longer required".
Hi Everyone,Below is my flow: step 10&11: I am executing parallelly "Ask for approval" and update its state as "No longer required" for that i have create approval record with passing group record reference and assign to one of the group as bell...
Robust Transform Processing Issues
Hi everyone, I'm attempting to use Robust Transform to process an Excel file and do the following in this order:Using a contract number on the Excel file, create a contract on ast_contract if one does not exist.Using the computer serial number on the...
Resolved! Convert application/octet-stream to PDF
On the case record we have attachment icon, and while preview the attachment it is showing an error but I want to preview the file before downloading is there any possibility? In the attachment table, the file content type is application/octet-stream...
Issue with Configuring the Email Template icon in contextual sidebar in CSM Configurable workspace
I have the Email Template icon works fine on my PDI but in dev instance i added it using the UX Screen Collection "Email Template" and add a new record in UX App Route so it appears but with doing nothing. So anyone can help on this, how can i make t...
Changing Color of Case Number in Workspace
I want to have my Case Number change color based on Business Elapsed Time. Lets suppose if the business elapsed time is >75% the Case Number should appear Red on the list view on Workspace.I tried using Field Styles but it is not working on Workspace...
Need to setup a schedule for SLA
HI Community, How can we setup the schedule from mon (2am) to sat (2am).I need to run the sla from monday 2am till sat 2am no stopping in-between hours.Is it possible to do so? Thanks in Advance
Resolved! How can I allow end users to escalate cases themselves in ServiceNow CSM portal?
Hi everyone,I’m working with ServiceNow’s Customer Service Management (CSM) portal and would like to enable end users to escalate their own cases directly from the portal. Currently, I understand that cases are typically escalated by support agents, ...
OpenFrame API openCustomURL
Hi community, When i use openFrameAPI.openCustomURL('/now/cwf/agent/home') to open CSM workspace, i meet a problem.When i run openFrameAPI.openCustomURL('/now/cwf/agent/home') out of CSM workspace, i can open CSM workspace successfully, but when ...
In a table, I had 4 fields, Knowledge Base, Domain, Groups and Users.
I have a table with four fields: Knowledge Base, Domain, Groups, and Users. The Groups and Users fields are list collectors. I need to create a database view or report that displays each user and each group as a separate record. Example : At Presen...
Knowledge base pratical usage for operation manuals and process handouts
Hi All. Not quite sure if this question realy belongs to the CSM Forum or my be better addressed in another forum. So please excuse if that's the case. I'm currently looking at better ways of creating operation handbooks and process guidelines/handou...
From what places in SN can an agent create a case?
From what places in SN can an agent create a case? (Choose three.)o Customer Service Applicationo Contacto Accounto Chat which is the correct option ?
What role is required for contact users to approve a record from CSM portal
What role is required for contact users to approve a record from CSM portal, I was getting below error eventhough he is having approver_user role. could you please help me with this
Which role is required for Customer Contact User to access CSM Workspace
Which role is required for Customer Contact User to access CSM Workspace
Contacts vs Consumers
Hello everyone in the community! This is my first post. I would like to know about the CSM data model. In B2C, we use the Consumer table (used for raising cases) and the Consumer User table (used for logging in to the portal). On the other hand, in...
