I have a need to have an alert popup on an incident record should the called be a "full Service Customer". Our helpdesk services both internal "Full Service" and external "Non-Full Service" customers. I was wondering how do I go about doing this. we ...
Hello Everyone I need to create a Custom table where i need to add reference to Product Model and Knowledge on the custom table to show the related products and knowledge articles of the Case created. Now, i want the Model Number field on the Produc...
I am trying to limit sys_user records in a business rule for the @mention functionality in work_notes while in a Workspace. I have seen suggestions that work when you are not in a workspace, but have found no way to ensure this filter on the table i...
Hi All,Inactive user sending emails to ServiceNow and all the inbound actions are skipping due to inactive status, How can I activate the user and process the inbound action without skipping Any suggestions is highly appreciated Thanks
Hi ServiceNow team,I need to build a Virtual Agent topic where users can create a KB article draft using GenAI (OpenAI/Gemini/Claude).Requirements:Ask the user for KB topic & category.Perform multi-turn Q&A to refine content.Call GenAI API to generat...
Need help to change the theme of customer service portal.please help me provide any video or docs link .
Hi Team, I have to put a condition SLA wherein I need to use "Contact Customer" checkbox is true or false. I need to put this in stop condition. But I am not able to see that field even in the Configure table for case form or even dictionary.When thi...
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Hi,I have the following scenario:Customer contact (Account A) submits a case to us. In their case, they mention another Customer (Account B) that should also be involved in this case.We would like to give access to this case to every contact of Accou...
Hi All, I want to hide few business services BE Bigdata APC, BE Bigdata PQE, Big Data, BE Bigdata BI&AI&Dashboard at Incident creation. How to achieve this using client scripts or ui policies.?Thanks in advanceNikhitha
I’m looking to improve the efficiency of case management workflows in ServiceNow’s Customer Service Management module. Specifically, I’d like to streamline case assignment, automate common resolutions, and enhance customer communication.Has anyone im...
Hi everyone,Do we have an on-call scheduling or Teams integration option in CSM/FSM Workspace for requestors and fulfillers to connect? Also, how do meeting schedules work in CSM Workspace and CSM Portal?
Hello everyone,I would like to confirm to change the column order in which the Line items and each task appears in the CSM. I would like to edit the above using the list layout. For example, go to ALL>Customer Oders and open the Order record.Select O...
Hi All, Im trying access a knowledge article by engagement messenger. It 's sent via agent chat but it keeps getting stuck while loading. I have created CORS rule as in the screenshot. Please help me to understand what Im missing Error I get is : Sec...
