Customer Service Management Data model
I am looking for data model for CSM and Case Management. Can anyone share the link or point to correct document. Can't find the same in NowCreate also. Thanks in Advance
Forum Posts
Application Manager (new and classic) times out after upgrade to DC
We recently upgraded our instance from Vancouver to DC and now application manager most of the time will not load (just blank with the servicenow banner), or it gives the error message: TypeError: Cannot find function hasOwnProperty in object com.gli...
Notification Twice : Knowledge Base
Hi,We have the Washington version.Currently, we use the knowledge bases in which we deposit an article in French and an article in English so that all our customers can see the articles regardless of the chosen language. However, this has the consequ...
Allow customer to see all the cases on their account
Hi I'm totally new to SN, there is no knowledge in our company about the tool and I'm the admin for it, but was not involved in the implementation... We are using SN as a ticketing system for our customers (Accounts).Some of our customers have multi...
how to add a button in email notification to close or reopen a case
Hello team, I am with a case that I had not dealt with before, it is requested to add the options to accept or reject the case once it enters the "resolved" state, that in the case states would be "closed" or "open", previously I had created an email...
Show schedule date/time type of fields in workspace
Hi Everyone, I want to show start_date_time of type Schedule date/time from cmn_schedule_span table in CSM workspace, it shows is only supported in UI16 and earlier, it shows perfectly on native view, what is the work around for this. Many thanks
Resolved! How do I receive notifications when an attachment is added?
I want to receive email notifications when a customer uploads an attachment to a customer service case.How do I set this up?
Resolved! How to Study for the CSA Exam When It Falls Between Update Releases
Just realized I posted this in the wrong board....my apologies. If someone knows how to move it that would be appreciated. I completed all the courseware for the ServiceNow CSA (Certified System Administrator) exam but couldn’t schedule my exam until...
Data Visualizations, Report needs to Export to CSV
Hi,In the old reporting interface where simply right clicking a column of the report, will show a option to export to CSV, same feature is not available in performance Analytics Data Visualizations. I can export only Excel/PDF. Post upgrade to Washin...
Why is it "impossible" to re-open RITM ticked marked "closed complete" accidentally?
Can someone give me a simple, logical explanation? I am a data scientist and receive research requests via Service Now. (I don't know why.) Some of these requests take months to complete. Someone closed a RITM accidentally by marking it "Closed Comp...
Auto populate description of Complaint task from Complaint Case
Hi all, The requirement is auto populate certain field values from linked Complaint Case into the Complaint task's description field. Also, want the field attribute to be in bold For example, Account: ServiceNowContact: Fred Luddy I have tried an aft...
Resolved! Special handling notes popup - can we hide it based on role?
Hi all,We have special handling notes setup on accounts to display as a popup.So when a user opens up a case for this account, it displays the popup for special handling note. My question is can we suppress this popup for specific roles?For ex: when ...
Resolved! Please tell me how to import the e-mail to the kb_knowledge.list
I want to use the vast amount of past emails as knowledge articles. As a possible method: 1. Import emails into kb_knowledge.xlsx using VBA. 2. Import kb_knowledge.xlsx into kb_knowledge.list. I think the VBA's code will be very difficult.If you have...
Workspace Form Layout for Order and Order Line forms are showing as Label
Workspace Form Layout for Order and Order Line forms are showing as LabelHi Everyone While changing the form layour of Order and Order Line Item tables, we have identified that Workspace view is showing four sections "Label" and we are not able to mo...
