Hi together, We want to start with Advanced Work Assignment soon and have different Presence States and Service Channels for this. For example: Presence State AvailableAnd below that the Service Channels: Requests-A, Requests-B and Requests-C The pro...
I wanted to create a scoped version of Contextual Search in Virtual Agent. Here's how I did it. Hopefully this helps someone. Change scope to ITSM Virtual Agent ConversationsDuplicate Contextual Search topic blockIn VA Designer, open the topic block ...
Hi All,I have a requirement to replace the standard Contact field with a custom table–based user reference on the Case form only. Before proceeding, I would like to understand the potential challenges and risks involved. I have listed a few based on ...
Hi all In CSM Configurable Workspace, I have a landing page with a pivot table. The 'State' field is defined as a column. I want to show the column headers even when there are no cases in that specific state. Has anyone encountered this issue before ...
Hello Community, What's the best approach to modify the currency type for the currency fields without touching the global currency table, and this should work in platform UI and workspace I created the client scripts with (addoption/remove option...
Service Bridge: How do we set session user in remote catalog variable (remote choice definition). As a provider we have create remote catalog for consumer with variable Requested For (type as remote choice definition on contact table) and published. ...
Problem Statement:The Open Hierarchy Icon should be accessible on the Account field within the Case form, retrieving data from the Name field on the Account form in CSM/FSM Workspace. Topics covered: Field decorators in Workspace and UI Macros Introd...
We are using CSM Workspace as well as Manager Workspace [WFO] in our instance.We want to have Landing page of CSM Workspace as Home page for Agents and WFO Manager workspace landing page as home page for Managers. How can we do it?
The requirement is to provide real‑time tracking of field agents’ locations and maintain a historical log of all locations visited by each agent. This location history should be stored securely and made available for integration with external systems...
Dear Community, We are working with a FinTech compnay who is running their CRM, CSM and FSM on Salesforce and we are in the process of replacing it with ServiceNow CSM & FSM. While from the product standpoint we have enabled customer on the feature s...
Hello members of CSM, Is it possible to send out an email to a client based on a case which is logged by a client on Servicenow without going to outlook? Kind regards,
Hi all, I've created a public facing form in my PDI and setup multiple variables and MRVS, see screenshot below: When accessing the form as a public user the MRVS isn't visible, see below screenshot: The permissions on the variables in the MRVS are ...
Hello Everyone, Is it possible to send email on the platform to a user or client without any case associated with it? Your response will be appreciated. Kind Regards,
I have an integration that can create cases for customers based on events in an outside system. I'm currently using the Case api ( https://docs.servicenow.com/bundle/vancouver-api-reference/page/integrate/inbound-rest/concept/case-api.html )'s POST /...
I am configuring the content displayed in notifications for mobile push messages. To show the record creation date, I set ${sys_created_on}, but the time zone appears after it. Additionally, for Date fields, even though I only set the date, the time ...
