Hi everyone,I'm working on a ServiceNow CSM implementation where we're using the Customer Account (customer_account) table to represent two different business entities:Financial Institutions (Customers) → Customer = trueMerchants → Customer = falseIn...
I have a custom condition configured for the visibility of email section in activity stream compose in CSM workspace which hide or unhide the email section based on certain conditions. I want to check these condition but unable to find where this is ...
I am using templates to create a case and want to schedule the case to trigger on a specific business day each month. I have not been successful in the scheduling portion. I am trying to trigger on the 3rd business day, I am using Run=Business Calend...
Hello everyone, I've a strange rqeuirement involving enabling (contact) end user to be able to change the value of their respective field value. Currently, on my instance, we are using the standard ticket configuration/page to display the information...
How to find which users are consuming what type of license in CSM? And how to find list of users who have what role types?And I have an issue - in production instance I am not able to see subscribed groups and users whereas in temp, I am able to see ...
Hello Community,I just wanted to know what are the product licenses used based on roles in Customer Service Management (CSM).
I'm familiar with ITSM and new to CSM. In ITSM I used to set up service portal in such a way users with snc_internal role can access their incidents and interact with it via sp. What is the equivalent role in CSM where an internal user can just see t...
I have created a inbound action, when I send an email the inbound action is creating the case record which I can see on the email logs but the same record is not visible on the list or on the target field Similar case I found below but no solution fo...
One of my user hitted 'Switch to Next experience button' after that dashboard is migrated and if i trying to open dashboard it giving page not found how can i resolve it
Hello Team, I have created a inbound action, when I send an email the inbound action is creating the case record which I can see on the email logs but the same record is not visible on the list or on the target field Below is the script I'm using...
I have a catalog item in Service Portal with the following behaviour. 1. User enter a Customer Name2. User selects an Account Number3. Based on selected Account Number, the system automatically creates a row in a Multi -Row - variable set called Top...
In CSM workspace Activity stream icon colour Greyed Out for all users(Image 1) , but in SOW workspace its correctly showing(Image 2).We have checked theme polarise but won't helps.Does anyone have any one idea why its not working in CSM workspace onl...
Within CSM Workspace, when a user uses Agent Assist to attach a KB article to a case, a link is added to the Comments field. We don't want this behavior. I've removed the "comments" field from the Attach note field in the Search Action Configurati...
Hi, We are trying to reorder our contextual sidebar in our CSM FSM Workspace. We need to make the attachment as the first sidebar to be seen in the record as an example. We already change the order of record information and attachment in below tab...
Hi all, I am trying to create a topic for a publication in the esc portal but the issue I have is that ServiceNow only gives you 3 content types OOB which is Knowledge, Catalog and Quick links. How can I create a content type for a publication page.