Create Case from Teams - CSM
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.
Forum Posts
CSM/FSM Workspace Landing Page slowness
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...
How can we Closed the Work order task
I have created a Work Order Record and After moving it to Await Qualification state a Work Order Task is created. I have move the Work Order Task to Work in progress and now not able to Closed it as I am getting error as "Provide a summary of the wor...
Reporting on Effective customers due to outage of service
What should be the table or filter condition apply to collect list of customers effective due to any service outage.
Difference between CSM and CSP Portal in ServiceNow
Hello All , What is the difference between CSM and CSP Portal in ServiceNow?
I want all manually made child Change Tasks to be copied over to the new Change
Hi Team, when we click on copy change UI action on change form, When a Change Request is copied, I want all manually made child Change Tasks to be copied over to the new Change (i.e. do not include Workflow Created Tasks, such as Change Assessment Ta...
Display list of records based on ui action on ui page
Hello,I am trying to get record details based on my custom table form in workspace. I have 4 fields on my form, last name, first name, gender and dob. If a user enters value, there is a ui action checks the user info from my custom table based on the...
Associate existing similar cases with Incident
When alert is encountered due to outage then alert generate a incident. How can we find out cases those are created by customers for this outage issues and associate related cases on incident
Removing Duplicates from SNOW Incident_SLA report
I'm looking to remove duplicate incidents from an Incident_SLA report. The criteria is for priority 1 incidents for last month, and my report is showing a priority 1 incident twice. I'm assuming it is because it was downgraded to a P3, then put bac...
User criteria restriction Knowledge article visibility
Hi All,User belongs to the benefit group should not see the KB articles of the Payroll and in the same way user belongs to the payroll group should not see the KB articles of the benefits.In order to meet this requirement, we have created custom role...
Variable and variable set strategy for external portal
Looking at usage of variables and variable sets as part of building catalog items, has anyone who has experience of using these come up with a sensible strategy of usage? We currently have over 8,000 individual variables and over 50 Variable sets. Ou...
External fsm agents are not able to access Sericenow instance
Hi All,We are implementing FSM from scratch in our environment, so i have installed the plugins and I have created a test user with "wm_ext_manager" role in my client's environment, but when i am impersonating with this user i am not able to access s...
Unable to end impersonating from a user
After impersonating a user when trying to disconnect it will not disconnect cleanly.After disconnecting the options are only to impersonate another user.
Resolved! How to deactivate the OOB scriptinclude with the name ChangeUtilsSNC
Hi Team, How to deactivate the ChangeUtilsSNC is an out-of-the-box (OOB) script include, and it is Read-Only. Regards,Abhilasha G T
when i see a incident in SOW view Caller information is not showing on the Record information card.
Hi Team,I want to have the Caller name on the Caller Record Information card in the SOW interface , it is showing the " Requested for" so that it is consistent with the rest of the platform. under the caller , requested for user name is displaying , ...
