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, ...
Hi guys, My question is simple. Is there any way to hide the author in the knowledge articles? Thanks in advance, Rodrigo.
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 ...
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...
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 ...
Hi Team,On Incident form, once the caller field is selected, location field is populated.Based on the Incident location, I want the Service Offering choices are filtered to match the location or any of its parent locations and that the choice (typeah...
Hi Team, I have two fields on case, one is Region(custom field) adn second one is Assignment group.Now In Region field if we select UK as region, in Assignment group it will show only UK based groups. this one is working fine Below is my script incl...
We are wanting to start building out the CSM module in our dev environment. Do I need to use one of my CSM fulfiller licence to build this out in my dev environment or does the licence only come into play when I promote into our production environmen...
I have created mobile number variable on record producer and type is single line text, as of now letters and numbers both are allowing to enter, so I tried with Variable attributes - max_length=10it is restricting length 10 but it is allowing both nu...
Hi Team, I Need to make all the fields an interaction form read only when the state is closed for SOW view.am trying to do in UI policy, instead of adding all the 12 fields in UI Policy action, i need a script to write in the run script and to achiev...
Hi Experts, I am currently working on integrating ServiceNow with Power BI for Customer Service Management(CSM) using Rest API. My goal is to retrieve live case data into Power BI, and to achieve this, I have created a Power BI user record and assig...
Hello everyone,In our company, we receive requests (cases) from external customers as well as requests (cases) from internal customers. I'm trying to figure out the best way to identify internal customers who belong to the same company.Should they be...
Hi team,In SOW view when I closed the interaction form or when I create an incident through interaction, interaction should auto closes, all the fields on the interaction form should be read only, not editable. how to achieve this. Regards,Abhilasha ...
Hi all,There is a requirement to create a Case from Teams. The common case would be creating a Case by integrating Virtual Agent with Teams, but are there any other methods? Thanks.
Hi All,When we open CSM/FSM Workspace Landing page user getting too much slowness. We have 2 Instances; one instance is base, and another one is Target. Base is Loading with 12 seconds and target is loading 30-40 sec. We migrated workspace customiza...
