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Resolved! Need link for the Base User Stories (CSM and FSM)

Hello All, I am looking to download the base user stories for CSM and FSM Module and dont have the link to do it. Could some one please share me the details so that I can download it. Thanks. 

Hari7 by Kilo Guru
  • 2878 Views
  • 7 replies
  • 9 helpfuls

CSV export Arabic language

We have installed Arabic OOTB plugin for translation. The Excel export is working as expected. But the CSV export is not getting translated and the Arabic words are morphed into '?????'.

58288 by Tera Contributor
  • 318 Views
  • 1 replies
  • 1 helpfuls

Checking the role of opened_by in Problem table

Hi,I want to check the role of the opened_by user in problem table of customer service management. I am stuck in the middle of writing if condition. Can someone help in phrasing the right condition. Please see the below attached image for reference. ...

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Nandhinisri by Tera Contributor
  • 318 Views
  • 2 replies
  • 0 helpfuls

Notification is sending only first 5 member of assignment group

Hi All,When incident or case was created, Notification should sent to all members of assignment group. But here Notification is sending to only first 5 member of assignment group , remaining member not receiving notification. Anybody help on this? In...

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mathinaf by Tera Contributor
  • 529 Views
  • 4 replies
  • 0 helpfuls

Resolved! How to have records in CSM Workspace with no preview

I created a new viewport in the contextual sidebar in the CSM/FSM Configurable Workspace on the default page of a record, where as a component we have a tab with four components List type. Since the records in these tables cannot be modified but only...

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Maddalena by Tera Contributor
  • 568 Views
  • 2 replies
  • 0 helpfuls

Custom button in the workspace related list action

Hi All, I have an requirement for need to create the custom button in the csm workspace related list tab while i'm clicking the button that should be open the popup window(Modal) with the string field and having the two buttons called confirm and can...

Creating Custom Matching Criteria

Hello. Could you please provide instructions/guidance/documentation on how to create custom Matching Criteria? The documentation provided in the product doc site is too basic and doesn't provide the details. Thanks What my customer is trying to accom...

Amber Kearn by ServiceNow Employee
  • 404 Views
  • 1 replies
  • 0 helpfuls

AWA Chat assignment rule - Assign by least capacity

In the AWA Chat assignment rule, is there any way to assign to the agent with the least capacity? This would enable us to have the minimum amount of agents using chat as possible rather than giving lots of agents one chat. Alternatively is there a wa...

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Adding the email tab to List View Quick Edit

Hi AllCan you advise if there is a way to add the email tab to the quick view section of a CSM list viewThe tab populates if you are replying to an email but not always present withoutIs there a way to have this present on every quick view 

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