Hi All,I hope this article is helpful for anyone using a custom table in the CSM/FSM Workspace and looking to implement functionality similar to the out-of-the-box (OOB) Core Case. It explains the configurations that need to be updated to enable the ...
Hello Community,I’m working with a custom application and workspace, and I’m trying to display Response Templates in the right-side panel, including the related response templates.I've created Response Template component in UI Builder and I'm able se...
Hi,As a user, there doesn't appear to be any Sort By default options when creating the List Report Widget.Currently its being sorted by Created and I want to change to Priority. Thanks
Hi everyone,I'm reviewing the out-of-the-box Identification number field (identification_number) on the Customer Account (customer_account) table.From the dictionary, it appears to be a simple String field with no reference, choice list, calculated v...
Hi,I need to implement the integration between TalkDesk and ServiceNow. I have already installed the plugin, and in ServiceNow I have some out-of-the-box APIs for performing actions on case table. What I need to do is set up a workflow where the agen...
Hi Community,There is bell icon on portal header When this is selected it opens And when any request is selected in this it redirects to Order_status and we need it to redirect to our custom page which is essentially a clone of ticket page. Our heade...
Hi, may I ask why the 24x7 in Schedule field and Hong Kong timezone is not available when I create a new SLA Definition record? Could you please help me understand why it's missing?
How do I send notification to the assigned person once the SLA only left 40% of the time.
Hi Community,I'm looking for guidance on the recommended design approach for modeling Merchant business hours in ServiceNow.Use caseIn our implementation, a Merchant is represented as an Account. Each Merchant corresponds to a single physical locatio...
Hi everyone,I'm looking for the link to the official User Stories spreadsheet used for implementing the CSM and SOM modules in ServiceNow.Could anyone let me know where I can find it or, if possible, share the download link?Thank you in advance for y...
Hello Community,We are currently designing a ServiceNow CSM data model for a payment processing company and would appreciate feedback from those who have implemented similar scenarios in production.Business ContextWe provide support services for merc...
Hi, my desired situation is the follwoing:- incoming email is being processed and full email body is stored- email reply separator are used in order to detect conversation history- a "Show full conversation" link is shown in the Activity Stream when ...
In the CSM/FSM Configurable Workspace, is there a way to keep the email template values in synch with the unsaved form? Are there any work arounds to prevent agents from sending an email with stale values in the template when there are fields that ha...
Hi teamPlease help me on this Create a group type "CSM" to tag CSM groups and show only those groups in CSM case form. Thanks and regards Bharath Danalapati
Hello Everyone, We have CSM implemented, and currently, case visibility for agents is restricted based on the account — meaning, agents can only see cases related to their own account. This setup works well, and our Query Business Rules are enforcing...
