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A record producer as a Source of agent assist

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...

其偉単 by Tera Expert
  • 547 Views
  • 2 replies
  • 0 helpfuls

Field label info links in CSM Configurable Workspace

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...

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Not able to disable internal login

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...

Link Metric Result to interaction

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" ...

Time Worked not updating Time Card consistently

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

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Geolocation for field service agent

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...

Rakesh by Tera Contributor
  • 1569 Views
  • 11 replies
  • 1 helpfuls

Resolved! How to set Group Hierarchy for the Assignment Workbench?

I have a group hierarchy set up the Assignment Group field on the Case table...but the "Find me" button that opens the Case Assignment Workbench is available to all and it displays all Assignment Groups in the filter.There doesn't appear to be any pl...

Reporting option for Historie states of cases

Hello, we want to implement a reporting for all cases in which we can see a lifecycle of a case. As example how long was the state 'Awaiting Info'. I tried it with the sys_audit table but there a information missing as the case number. And when we tr...

NicoleG by Tera Contributor
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  • 2 replies
  • 1 helpfuls

ACL Issue

i have an ACL issue I believe. A user submits record producer A but cannot see the number or the record after submission, however the record is in fact created. Same user submits record producer B from the same table and can see the number and record...

How to show banner message on CSM workspace

Hi Everyone, Is their any possibility that we can show the banner message on CSM workspace like we do on Native UI or portal (announcements)? I know we can show the announcements on Native UI based on user criteria, But I want to show the message onl...

Dynamic Translation of Customer Entered Text

Hello, In CSM portal, if customer is entering details about a case in one language then can this be dynamically translated in to different language. Scenario :1) Customer entered details like description etc in a case in Spanish language2) Resolver/a...