We want to create a guided user experience to create Case from Customer Service Portal. Some questions/validations we want to add in guided experience before creating Case (Some examples below) 1. Enter Account2. Enter Order3. Enter Category4. Ente...
Is there anyone experience issues with login to HI ServiceNow? When I login, I get an error message, "You are not permitted to login to Now Support (HI) Commercial"In the past, I have no issues. My recent login was two weeks ago. If you know where I ...
Hi guys, hopefully somebody is able to help me, fingers crossed. I am trying to update a case from a reply email with users that might not have access to the case table.I have created an inbound mail flow that runs with a role that have access to the...
We had setup an UI policy and client script for a field 'abc' should be hiddenScenario:The field 'DFG' is 'technical' then the field 'abc' should be hidden. We implemented this change but there are some existing ticket which has some value for 'abc' ...
Hi folks, I've just received requirements to ingest Microsoft Teams calls into our ServiceNow instance and use our CSM setup to route the calls to available agents. The same would apply with voicemails received. I am not sure where to even start wit...
Is there a way to grant access to a KB article, if the article has read access to a specific group, but the Knowledge Base that the article is published in is locked down to other groups? Ex: 'Knowledge Base' is given Can Read to group A and group BA...
Here is the part of Essential CSM text. It says red indicator means blocked.And blocked cases can have the following status:・Blocked by customer・Blocked internally (cause by an open case task, resolves when the case task closes)・Blocked internally an...
Automatically open the Virtual Agent chatbot when user logs and lands on portal the first time on each new session. Users should be able to close the Virtual Agent chatbot if they don't want to use it. Please find below the HTML code of the Virtual A...
Hello, everyone!The doc below says Record producers can be a information source of agent assist. But I can't understand. Because for me, 「a record producer is a specific type of catalog item that allows end users to create task-based records, such as...
In the ServiceNow native view, I can make the label for a field a hyperlink, by setting the URL field on the Field Label record. Is there a way to do the equivalent of this for a field in the CSM Configurable Workspace?Note that I tried to create a f...
I'm trying to disable the internal login for CSM portal.Even though setting this property value as true , still not able to disable internal login in CSM portal.glide.authentication.external.disable_local_loginSteps to reproduce: Go to system propert...
We created a survey for closed interaction (NOT incidents). We are getting results and want to link it back to the 'triggered' record. Interactions are not tasks making dot walking a little tricky. Does anyone know how to map a "asmt_metric_result" ...
Hello,The task_time_worked table shows that many entries each day are missing a related Time Card. Is there a reason why Time Worked doesn't always create/update an existing Time Card?Thank you!Joseph Navarro
Hi team,Could anyone help me out to achieve this? How to Pin & Set always open the filter component when create new case in CSM/FSM config Workspace? The below first image is coming by default with filter condition component as unopened, since it is ...
Hello Team, I have been working fsm module on my personal instance .Requirement:i want to get the current location of an field service agent . I have installed the geolocation plugin (com.snc.geolocation) and enabled the checkbox (Geo location tracke...
