Visibilty of records based in group membership

Hello community experts,I have a question. So here it goes, I have a case table with multiple cases, Now I want members from assignment group with prefix "LEGAL" should be able to see the cases that belong to their service 'service  = Legal request' ...

Duplicate email addresses for contacts and consumers

Hi, I would like to hear your thoughts and experiences on how you deal with duplicate email addresses for contacts and consumers.A little background, we are implementing CSM and we offer B2B and B2C services.We experience that often times private ind...

Flow designer inbound email trigger case sensitivity

Hi Community,I was wondering if ServiceNow offers a way to prevent case sensitivity on inbound email triggers in Flow Designer?I'm working with a customer where inbound emails subject varies a lot.Example:I have a flow that triggers when email recipi...

task table access issue

In a case table we have Parent field From the service portal contact want to access the field. but when he clicks on parent from case table in the portal it is showing "No matches found"   Can you please help me for the same how to  resolve the iss...

In CSM, How is case visibility set for the accounts?

Portfolio planning page is not available on the Strategic planning Workspace

For the  Capacity Management, we have recently installed SPW plugin.However, being an admin, unable to see the Portfolio planning page in the workspace.When clicked, the page shows, content not available, Contact your system adminstrator.  

Why is it so hard to find the CSS and Style Sheets for Knowledge Management?

Hi,  I am trying to style my knowledge articles so they all look the same. We are using Employee Portal and have just upgraded to Geneva.I have CSS for tables, accordions, asides (note, tip, warning etc.), images and a fair bit more, but I can't find...

Translate Knowledge Articles with ServiceNow Localization Framework

Hi all, I am having issues to configure translations for Knowledge. I have been looking for Docs on how to configure to translate using only ServiceNow and no other third party service (IBM or Azure). Is this even possible?I can setup using Azure, bu...

How to Configure auto-refresh for a list

Can someone help me on where we can configure auto-refresh for a listThe requirement is whenever someone creates a new case, it should automatically appear in the list view without manually refreshing the screen. Thanks in Advance

Trigger xxxyyyzzz: Unable to access target record for table name sn_customers

Hi,I have a CSM question.When trying to update a Case via inbound email our Flow does not get triggered if the email is NOT from User.In the email log there is a message:Trigger db40161f1b27e5504c98ec69b04bcb7e: Unable to access target record for tab...

Notification and send to the event creator

Hi all, We created a specific case typea some notifications is dedicated to this case type.One of these notification is used to send a notification when additional comments is added.we unchecked "send to the event creator" to avoid that the consumer ...

Now Assist AI Tools of type retriever report an error

{ "error": { "sourceErrorResourceName": "getActualDuration", "sourceErrorMessage": "Error: Cannot read property \"ragResponse\" from undefined,Detail: Cannot read property \"ragResponse\" from undefined", "sourceErrorResourceId": "337f2a741b65ae10b3a...

Parent-Child Notification Inheritance (Case/Case Types)

Hello Community,I am working with Case Management (CSM) and have several custom Case Types (child tables, e.g., sn_customerservice_case_mytask).I have configured several OOTB and custom email notifications directly on the parent Case table (sn_custom...

Can we restrict a role to navigate to Portal URL?

Hi All, I have an agent role where the requirement is to restrict this role to stop navigating to Customer Service Portal through URL. In the app navigator the module is not available. The ask is this agent can only access workspace but not portal. I...