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Scoped Contextual Search

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 ...

Pivot table in landing page

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 ...

giuseppem by Kilo Sage
  • 377 Views
  • 2 replies
  • 0 helpfuls

Modifying Currency type options for currency fields on a table form

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...

Yathvika_0-1771264108510.png
Yathvika by Tera Contributor
  • 537 Views
  • 2 replies
  • 0 helpfuls

Resolved! Track FSM Agent location history

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...

anishkuti by Tera Contributor
  • 994 Views
  • 3 replies
  • 0 helpfuls

Migration from Salesforce to ServiceNow

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...

Email functionality

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,

Resolved! Public Facing form not showing Multi-Row Variable Set

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 ...

Public Facing Record Producer.png No MRVS on Public Facing form.png
Luke51 by Tera Contributor
  • 2859 Views
  • 8 replies
  • 1 helpfuls

Email functionality

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 want to hide the time zone displayed after ${sys_created_on}

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 ...

Minamizono_0-1770699447774.png
Minamizono by Tera Expert
  • 557 Views
  • 3 replies
  • 0 helpfuls