Hello Community,I am currently learning ServiceNow and would like to explore Customer Service Management (CSM) to prepare for upcoming CRM-related projects.I have a Personal Developer Instance (PDI) and tried searching for the following plugins:Custo...
hi I am finding it difficult to log time against a CTASK when working in the Service Operations Workspace, unlike with RITMs.For RITMs, there is a ‘New’ UI action available under the Related Records tab to add time. However, in the case of CTASKs, th...
{ "error": { "sourceErrorResourceName": "getActualDuration", "sourceErrorMessage": "Error: Cannot read property \"ragResponse\" from undefined,Detail: Cannot read property \"ragResponse\" from undefined", "sourceErrorResourceId": "337f2a741b65ae10b3a...
According to the documentation: https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-request.html it's possible to associate Requests to Cases. I have achieved th...
Hi Everyone,In the Classic Native UI, we have a yellow-colored side bar line for Work notes and a black side bar line for Additional comments inside the activity formatter. Is there any way we can achieve the exact same look inside the CSM Configurab...
How can we add Playbook as first tab in CSM workspace front-line case page? Also how to add a custom UI action in an particular Playbook activity card only and hide OOB ui actions? Thanks In advance .
Hi All, Our instance has been upgraded to Australia release, I see few buttons missing in Service Operations Workspace after upgrade. For Published articles, below actions are missing. Also for Retired Articles, "Edit" button is missing Please sugges...
Does anyone know of a way to dynamically change the subject line of an auto email notification based on logic or conditions. Example: Using the same email notification, with same sending trigger conditions or in the same flow/subflow, insert a sub...
In Ui Builder has Record page .Inside that record page has filter component i created.for this filter i have give incident table and field i selected 'caller_id'.based on that caller id sys_id i stored in client state parameter.after that i printed t...
I have followed the guidance in the Case Types whitepaper, and created a Case Type in it's own application scope, with it's own role. A user granted access to the table via the role can see the table and interact with it as expected in the platform U...
We have a new CSM portal (in addition to another CSM portal). A new role has been created for this new portal and I want to ensure anyone who is logged in without the new role assigned to them cannot access the new portal. They should be taken to the...
Want to deaign some forms to take inputs from user, store those inputs in custom table. I'm trying to use playbook for this requirement. But facing some issues in the same. Have following doubts in the playbook 1. Can we do scripting in a playbook?2....
Hello, As anyone ever tried to translate a playbook? The use case is : we want to display the playbook in the agent's language, even if a case is transferred to another agent (i.e. the newly assigned agent will see the translated playbook). It seems ...
Hi Everyone, We have a requirement to create a voice agent as below requirement- "Voice agent for out of office hours. Someone calls the Service Desk, SD is closed, instead of redirect to 3rd party the voice agent steps in and creates a ticket". Kind...
We just recently changed all the email/user names in all of our systems, including ServiceNow. When we changed the user name, the Workspace the 'My Lists' section apparently is tied to the old user name behind the scenes, because all of those lists ...
