access to the published knowledge base article
Hi All, Can someone guide me , How to grant a particular user access to a published knowledge base article for a specific country.
Forum Posts
Virtual Agent | Links not showing for Table Response
Hello guys, recently I've received a demand which is to create a Virtual Agent. The client has asked me to add hyperlinks in the many returned records from table response. But I didn't find any way of adding those hyperlinks. They don't want HTML Res...
How to get the install base hierarchy on CSM/FSM Workspace ?
Hi Community, Been trying to enable/ explore install base hierarchy on CSM/FSM workspace - installed all possible plugins/ app still can not see/ visualize the hierarchy tab. any directions/ insights appreciated! TIA.ref: https://www.servicenow.com/d...
Resolved! i have a requirement that to remove the problem task tab in problem record in SOW
i have a requirement that to remove the problem task tab (hide/remove) in problem record in SOW, also need to add the problem task under the related records, provided the images for reference .
When a user selects a specific value in a playbook activity field, the system automatically Skips th
When a user selects a specific value in a playbook activity field, the system automatically Skips the designated playbook stage and advances to the next applicable stageWhen a user makes a selection from a choice field in a Stage 2 playbook activity:...
Resolved! Unable to send a survey to the contact listed on a case
Need: Automatically send a survey to the contact listed on a case when the case state changes to closed.Actions thus far: Created the template, created the survey, created the questions, created the trigger, and verified that emails are being sent to...
Add Interactive Reports to the Customer Service Portal
Can interactive filters be added to the Customer Service Portal that control reports in the reports widget?
Agent Assist Search Context Modification in CSM Workspace
I am trying to modify the list of choices available in the Agent Assist dropdown within the CSM Configurable Workspace (see attached image).Currently, it shows options like "Resolved Cases, " Open Problems" and "Knowledge Articles".I need to:Remove s...
Restricting Attachment Visibility for Portal Users (Preview Before Submission Only)
Hi Community, We have a requirement for Portal Report users to:Preview attachments before submitting a Work OrderNot see attachments after submissionCurrent ChallengeWe implemented ACLs on "sys_attachment" (e.g. sys_created_by == current user).While ...
How to Open Related List Record in a New Tab?
Hello everyone,I’m working on a requirement where I need to open related list records in a new tab when a user clicks on them.Currently, users have to ctrl + click the url record, but I’m looking for a way to make this happen automatically. Is there ...
CSM case creation OOB email omni channel
Hi All,I am looking for how to create CSM case through email channel in ServiceNow as OOB ? In customer instance they have legacy inbound email action with custom script for case creation. Is there way to use email channel for case creation instead o...
Query on OOTB Support for Searching Install Base Items by Install Base Characteristics on Case
We have requirement for that we need to confirm whether out-of-the-box (OOTB) ServiceNow supports searching or filtering Install Base Items on a Complaint Case based on Install Base Characteristic values?For context:The requirement is to identify or ...
Resolved! Mapping Error on submission of form if the field mapped from variable is Encrypted
We have a encrypted field on case table and we need to map that field with Record producer variable from map to field in the variable. After mapping we are getting error "Invalid attempt. Encrypted data could not be saved".
How to translate email script message into Germany
Hi Team, I want to translate email script message. I have tried in Messages(sys_ui_message) module, However it is not working. I have closed case notification, in that every text got translated, expect email script one. email script is for survey. t...
Map encrypted field value from Record producer
Guys - We have a encrypted field on case table and we need to map that field with Record producer variable.After mapping end user is getting error "ErrorInvalid attempt. Encrypted data could not be saved". Please helpThanks