Hi,Use case: Active Chats via Inbox in CSM Workspace (Interaction type: Messaging) Is it possible to access an active chat through a script and give a hint?Because we would like to give a hint if the agent has already sent 3 messages in the active ch...
Hi! I am unable to populate the calendar_duration (Actual duration field) on the work order task which normally calculates a duration from the actual work start/end time. This is OOTB. I can see that the calculation uses SMDateValidation: // set the ...
Hello,I’m exploring the integration of Customer Service Management (CSM) in ServiceNow with Amazon Connect for a proof-of-concept project.Is it possible to configure this integration within a ServiceNow Developer Account?Are there any limitations or ...
I have activated the Kb Generation Skill for CSM / FSM Workspace.When i go to the workspace and open any case and click on create knowledge it redirects me to this form view.But there are some fields are missing.I wanted to add some more fields on t...
I need to use UI Action at workspace(CSM/FSM Configurable Workspace) in list view but it is not showing it there. What should I do
Please i would like to have a recommendation about how to handle an incident when it is in state f.e on hold with reason waiting customer. For how long Service now best practices recommends to keep it in that state ? what is the best practice to han...
Hi all,I'm new to CSM application and I want to know about case creation by BSH privilege users.My client's requirement is that BSH privilege users (internal user) want to create cases on behalf of their customers.In this case, what is the common use...
Hello, Use Case : User should not be able to edit Complaint Case once it is closedSolution : If we create table level ACL on Complaint Case table, fields which are inherited from parent table (case) are still editable. So to avoid that we need to cre...
I have an embedded widget, which uses OpenFrame as the hosting real estate. When I check the "Enable collapsed view" setting, the "Maximize/minimize" button appears at the top right of the OpenFrame window. However, when I click on it, nothing happen...
Hi All, My Requirement is using back-ground script i need to know the users and availability time slot displayed in response using dispatcher workspace.
I'm wondering if there is any possibilities to hide old comments in newer versions of knowledge articles. I've been googling and can't find a good answer as Live Feed doesn't apply with Next Experience. We're trying to do as little customization as p...
I read in a release notes (Washington or Xanadu) the ability to 'imbed' the CSM portal into an external portal/website. But now I can't seem to find any reference or documents to this. Anyone come across this feature or did I imagine it?
Hi ,Need help on getting logged in user location in short description using onload client script using GlideAjax. Thanks in Advance,Dileep
Hi All, I Have one requirement related to widget color as per the roles snc_external users should see the article background color in blue where as snc_internal users should see the article background color in orange. the widget is kb_article_ conten...
The SetupWe have been working with service now for a relatively short period of time setting it up for the various task that it would prove useful for in our company. Recently we decided we would set up CSM with Order Management to help capture order...
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