Hi All,I’m trying to create a Virtual Agent topic where the user enters a query, and the system uses LLM capabilities to find and show relevant Knowledge Base articles.LLM is already available in the instance.What is the correct approach to achieve t...
Knowledge Articlewhen a user marks that article as unhelpful, then a feedback task should be automatically created linked to the article and assigned to the author of the article. Please guide me the stepsSome how feedbak task is created when knowled...
Hi all, The requirement is to bring the below Related Records tab in CSM/FSM Workspace. Currently, it's available OOTB in Service Operations Workspace. Any idea on how to achieve this. Thanks,Sreesh Surendran
We are integrated with ATM monitoring system. Based on the incoming alerts we are creating case-->Incident-->Dispatch (wm_task). From dispatch table we are sending dispatch requests to external dispatch system where engineer will go and visit the ATM...
csm portal copy attachment at the time incident creation not opend attachement but once case created case incident attachment working as expected please guide thank in advance
Hi All/ @Ankur Bawiskar / @Sandeep Rajput , What is the OOB behavior if user is not present in system & HR agent click skip verification how opened for, Subject person fill will be populated ? Let's agent want to manually enter the user name which is...
Tables extended from a case cannot be updated from the CSM workspace.sn_customerservice_tr_case is a table extended from case. ACL is not set.
Hi Everyone,Below is my flow: step 10&11: I am executing parallelly "Ask for approval" and update its state as "No longer required" for that i have create approval record with passing group record reference and assign to one of the group as bell...
Hi everyone, I'm attempting to use Robust Transform to process an Excel file and do the following in this order:Using a contract number on the Excel file, create a contract on ast_contract if one does not exist.Using the computer serial number on the...
On the case record we have attachment icon, and while preview the attachment it is showing an error but I want to preview the file before downloading is there any possibility? In the attachment table, the file content type is application/octet-stream...
I have the Email Template icon works fine on my PDI but in dev instance i added it using the UX Screen Collection "Email Template" and add a new record in UX App Route so it appears but with doing nothing. So anyone can help on this, how can i make t...
I want to have my Case Number change color based on Business Elapsed Time. Lets suppose if the business elapsed time is >75% the Case Number should appear Red on the list view on Workspace.I tried using Field Styles but it is not working on Workspace...
HI Community, How can we setup the schedule from mon (2am) to sat (2am).I need to run the sla from monday 2am till sat 2am no stopping in-between hours.Is it possible to do so? Thanks in Advance
Hi everyone,I’m working with ServiceNow’s Customer Service Management (CSM) portal and would like to enable end users to escalate their own cases directly from the portal. Currently, I understand that cases are typically escalated by support agents, ...
