Not able to Attach files on Virtual Agent Conversation - Virus check
Hi, Im trying to add attachments to a virtual agent chat (Agent Chat/Live Agent) but is timing out due to Virus, how can I avoid this anti-virus checking or workaround it?
Forum Posts
task collaboration question
Hi team, I have a question. I want to collaborate on a task, but I also want to provide exceptional service to the user, which includes giving them a single point of contact. I do not want the user to be aware of the behind-the-scenes details. Is the...
Cannot get Interactive Filter to work on dashboard for cases
Hello Alli am trying to create new custom interactive fields, one to be able to filter by date and one by service.We are using the CSM module with a parent generic sn_customerservice_case table, and multiple child tables (finance case, HR case create...
How to translate incoming BMC Remedy values to ServiceNow values during import (template integration
Hi all,We have an interface between our ServiceNow instance and Porsche’s BMC Remedy system, and I need some help understanding the best way to handle value translation between the two systems.Here’s our scenario:In ServiceNow, we already have standa...
Nearest SLA Breach time on a Report/Dashboard
On Cases we are using SLAs. At max there will be 2 SLA in active state. One is of target Response and other one will have target Resolution. I have a report which has been made on Case table. I want to show a column in that report named as Breach tim...
Get Logged in User / get metadata - Virtual Agent Embedded (Engagement Messenger)
Hi everyone, Has anyone here implemented the Engagement Messenger (the embedded Virtual Agent / Agent Chat interface) on an external website? I’m trying to understand the best way to pass metadata from the external site into the chat session — for e...
Field value not visible on form but can be seen in the History audit
I am using a transform map to update data on cmn_location field. All field values are updating except product and comments. I have put logs in the script and everything seems to be fine. While I went to the history of record I can see the field value...
Contract vs Service Contract
Hi All,I am working on CSM. Need to know the use cases when to use Contracts vs Service Contracts.Please explain.Thanks in advance!
Catalog Items Not Visible to Logged-in Consumers (CSP)
Hello CSM Experts,I am facing a persistent issue where my logged-in Consumer users cannot see or search for specific Record Producers/Catalog Items on the Customer Service Portal (CSP), even after meticulously checking permissions.The Consumer users ...
Expand list navigation in the workspace
Hi everyone, I've added a list navigation in the UI Builder.I've been looking for a way to expand the list menu by default for a long time. Unfortunately, I haven't found a solution. Is this possible, and can anyone help me? As an example, the list m...
Role for CSM/FSM workspace
I have a requirement where user need to have only "READ" access to CSM/FSM workspace. They should be able to see all the records but should not be able to edit them.
Unable to attach .xls file in Workspace
Hello,When sending an email via Workspace, we’re unable to attach a file with the .xls extension, even though the system property glide.attachment.extensions is left blank (which should allow all file types).Has anyone encountered this issue or knows...
Resolved! Throw Error message if no attachments found in catalog item
I have created a catalog in that there is an OOB functionality to "Add attachments" I want to add on submit restriction if no files attached how can i do that , on submit client script is not working
Create a Case for Custom Case Type from Request
In this article, I will guide you through the process of creating a case for a custom case type. When a request is raised, follow the steps below to generate a case from it:Step 1: Extend the Script Include RequestManagementIntegrationConstants with ...
Error When Updating Field Label to "Closed" from "Closed (Closed_at)" – Invalid 'Field Label' Record
Hi everyone, I'm trying to update a field label from "Closed (Closed_at)" to just "Closed" in the Case table. However, I'm encountering the following error:"Invalid 'Field Label' record even though the selected outside Table 'Case' is allowed.""Inval...
