Resolved! Need UI Action list view in workspace
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
Forum Posts
On Hold State with reasons Waiting Customer or Waiting Vendor
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...
Resolved! What is the common use cases about case creation by BSH privilege users?
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...
How to make Complaint Case Read only after Close
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...
CTI / OpenFrame integration in AgentWorkspace
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...
Using Dispatcher Workspace how can i get the User and availability time details using script
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.
Hiding comments when a new version of a knowledge article is created in Next Experience?
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...
Imbed CSM Portal into External Portal
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?
Get Logged in user location in short description using OnLoad client script
Hi ,Need help on getting logged in user location in short description using onload client script using GlideAjax. Thanks in Advance,Dileep
knowledge article widget color change based on roles
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...
Help integrating sold products and install base with Order Management
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...
In the widget, transfer the file obtained from the client to the server
HelloI created a widget, the screen operation I uploaded a file.And get the file in client. I want to transfer the currently obtained file to the server side for processing. Client：entryVal[1] is a fileServer:Now the Server gets empty（fileData）
Resolved! Write operation against 'sys_attachment' from scope 'sn_customerservice' has been refused due to the
I have insert BR written to add attachment from sys_attachmnet table to csm table. Attachment getting added when raising from admin user, but when raising from end user/ITIL user then getting below error:- Write operation against 'sys_attachment' fro...
How to Create Priority Data lookup for Case Form
Hi Team, On the case form based on impact and urgency priority is not working, because there is no data lookup rules for case table. I have tried to create data look up rules for case table, in matcher table it is showing as No Matches found. Any id...
OOB Related list Configuration
Hi Team, I want to know , in OOB Related list entries, how they have created and any dependency on that, because for this entries, filter condition is showing, how they configured > change_task.change_request ,i have a same requirement on change fo...
