Checklist Formatter is not showing on case form and in Agent workspace
Hi all, Through form design Checklist formatter was added in case form, but it is not visible on the form..Plugin was activated. Any suggestions appreciated.
Forum Posts
Resolved! Is the user with role survey_reader able to read the HR Survey results in asmt_metric_result ?
Hi All, The user with role survey_reader will be able to read HR Survey results in asmt_metric_result.LIST or Not? when i check with PDI not having HR Surveys related records? can anyone confirm on this? Regards,Abhilasha G T
Resolved! Options to change theme are not appearing in user preferences
Going to preferences:The option to change the ServiceNow theme is not appearing:This is a client instance. This is the third time he has opened an incident to complain about this!
Adding font to New Email Draft tab in Workspace
Hi all, I am wanting to add Century Gothic=century gothic,sans-serif to the dropdown menu in the New Email Draft tab in our base agent workspace: I have been able to add the font to the glide path (glide.ui.html.editor.v5.font.collection) for other a...
Resolved! Need to hide Open Requests module in LIST option for Service Operation Workspace view for ITIL User
Hi All,for ITIL user > need to hide the Open Requests module in LIST option for Service Operation Workspace view.how to achieve this. Regards,Abhilasha G T
An active agent chat (via Inbox) with automatic messages
Hi,Use case: Active Chats via Inbox in CSM Workspace (Interaction type: Messaging) Is it possible to access an active chat through a script and give a hint?Because we would like to give a hint if the agent has already sent 3 messages in the active ch...
calendar_duration not populating on the work order tasks
Hi! I am unable to populate the calendar_duration (Actual duration field) on the work order task which normally calculates a duration from the actual work start/end time. This is OOTB. I can see that the calculation uses SMDateValidation: // set the ...
Can I Use Customer Service Management with Amazon Connect in a Developer Account or Free Tier?
Hello,I’m exploring the integration of Customer Service Management (CSM) in ServiceNow with Amazon Connect for a proof-of-concept project.Is it possible to configure this integration within a ServiceNow Developer Account?Are there any limitations or ...
I wanted to change this kb knowledge view for csm / fsm workspace
I have activated the Kb Generation Skill for CSM / FSM Workspace.When i go to the workspace and open any case and click on create knowledge it redirects me to this form view.But there are some fields are missing.I wanted to add some more fields on t...
Resolved! Need UI Action list view in workspace
I need to use UI Action at workspace(CSM/FSM Configurable Workspace) in list view but it is not showing it there. What should I do
On Hold State with reasons Waiting Customer or Waiting Vendor
Please i would like to have a recommendation about how to handle an incident when it is in state f.e on hold with reason waiting customer. For how long Service now best practices recommends to keep it in that state ? what is the best practice to han...
Resolved! What is the common use cases about case creation by BSH privilege users?
Hi all,I'm new to CSM application and I want to know about case creation by BSH privilege users.My client's requirement is that BSH privilege users (internal user) want to create cases on behalf of their customers.In this case, what is the common use...
How to make Complaint Case Read only after Close
Hello, Use Case : User should not be able to edit Complaint Case once it is closedSolution : If we create table level ACL on Complaint Case table, fields which are inherited from parent table (case) are still editable. So to avoid that we need to cre...
CTI / OpenFrame integration in AgentWorkspace
I have an embedded widget, which uses OpenFrame as the hosting real estate. When I check the "Enable collapsed view" setting, the "Maximize/minimize" button appears at the top right of the OpenFrame window. However, when I click on it, nothing happen...
