ways of working with the system integrator
Hi AllCan anyone share best practice collaboration tooling when working with the system integrator, e.g. teams, SharePoint that both parties can access?Cheers
Forum Posts
Resolved! Unable to Find Customer Service Management (CSM) Plugin in Personal Developer Instance
Hello Community,I am currently learning ServiceNow and would like to explore Customer Service Management (CSM) to prepare for upcoming CRM-related projects.I have a Personal Developer Instance (PDI) and tried searching for the following plugins:Custo...
Resolved! No option in Service Operations Workspace to log time worked against a CTASK, unlike for RITMs.
hi I am finding it difficult to log time against a CTASK when working in the Service Operations Workspace, unlike with RITMs.For RITMs, there is a ‘New’ UI action available under the Related Records tab to add time. However, in the case of CTASKs, th...
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...
How to associate Request to Case?
According to the documentation: https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-request.html it's possible to associate Requests to Cases. I have achieved th...
How to add yellow line to Work Notes and black line to Additional Comments in CSM Workspace only?
Hi Everyone,In the Classic Native UI, we have a yellow-colored side bar line for Work notes and a black side bar line for Additional comments inside the activity formatter. Is there any way we can achieve the exact same look inside the CSM Configurab...
Playbook as first tab in front-line case page CSM workspace
How can we add Playbook as first tab in CSM workspace front-line case page? Also how to add a custom UI action in an particular Playbook activity card only and hide OOB ui actions? Thanks In advance .
After the australia upgrade, Retire, Create Feedback and Show workflow buttons are missing in SOW
Hi All, Our instance has been upgraded to Australia release, I see few buttons missing in Service Operations Workspace after upgrade. For Published articles, below actions are missing. Also for Retired Articles, "Edit" button is missing Please sugges...
Resolved! Make CSM Email Notification Subject Line Dynamic
Does anyone know of a way to dynamically change the subject line of an auto email notification based on logic or conditions. Example: Using the same email notification, with same sending trigger conditions or in the same flow/subflow, insert a sub...
Ui builder ,How to set up Record page related list filter.
In Ui Builder has Record page .Inside that record page has filter component i created.for this filter i have give incident table and field i selected 'caller_id'.based on that caller id sys_id i stored in client state parameter.after that i printed t...
CSM Configurable Workspace and Case Type
I have followed the guidance in the Case Types whitepaper, and created a Case Type in it's own application scope, with it's own role. A user granted access to the table via the role can see the table and interact with it as expected in the platform U...
Cannot restrict a new CSM portal with a new role
We have a new CSM portal (in addition to another CSM portal). A new role has been created for this new portal and I want to ensure anyone who is logged in without the new role assigned to them cannot access the new portal. They should be taken to the...
Playbook
Want to deaign some forms to take inputs from user, store those inputs in custom table. I'm trying to use playbook for this requirement. But facing some issues in the same. Have following doubts in the playbook 1. Can we do scripting in a playbook?2....
Playbook translation
Hello, As anyone ever tried to translate a playbook? The use case is : we want to display the playbook in the agent's language, even if a case is transferred to another agent (i.e. the newly assigned agent will see the translated playbook). It seems ...
Voice Agent for ServiceDesk
Hi Everyone, We have a requirement to create a voice agent as below requirement- "Voice agent for out of office hours. Someone calls the Service Desk, SD is closed, instead of redirect to 3rd party the voice agent steps in and creates a ticket". Kind...
