Agent Workspace Customization
Any has done customization on Agent Workspace? Just need some ideas on how we can simplify how it looks for our teams. Thanks.
Forum Posts
Resolved! CSM Simulator Task 4 Create Account Contact Relationships
Hi, I am stuck in this task in the CSM Simulator. It seems easy. The simulator keeps giving me the "Verify that the Contact Relationship has been created correctly."The tasks are:Associate Ursula with the parent account, ABC Corp, by creating a new C...
AWA Presence state
Hello, I would like to know if there is any possibility to other person to change the presence state of an agent in AWA inbox? For example, the manager of an assignment group should be able to make agents available or not. Best regards
Can we populate icon or image to filed in Case record and can we show that filed in List view
Can we populate icon or image to filed in Case record and can we show that filed in List view
is there a way to move posts in a forum without notifying all subscribers
Hi, I am reorganizing our customer forums and I just found out that every time I move a post into the right forum, everyone subscribed to the previous forum gets a notification. We find that unnecessary and bothersome for our customers and I am only ...
How to extend table OOTB Table in servicenow
I need to create Extended Table In service now from location table. I need to create access hour table for the store location,
SOM - Disconnect/resume/suspenc Product Inventory - Pricing
Hello Everyone, We are seeking information on how to set up a price list for product inventory disconnect/suspend/resume in customer orders. We have a requirement to apply a fee when a customer requests disconnect/suspend/resume of a product inventor...
UI Action not showing up in the Agent Workspace even after enabling the Workspace Form Menu checkbox
Workspace Menu is enabled and the UI Action is active but still this doesn't show up in the Agent Workspace Menu.
Can not find the right answer about work order in a company hierarchy
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)Your selection is correctA. Partner adminB. Partner contactYour selection is correctC. Customer adminD. Customer contactSomebody told me the ...
ByDefault show Additional comments journal field on incident form onload.
How to make Additional Comments (Customer Visible) field By Default visible Onload incident form, when user open the form. Currently whatever checkbox we check whether it is work notes or additional comments that jornal field is visible but i want to...
How to Setup Custom Agent assist for sys_cs_conversation / sys_cs_message table?
Hi,I am trying to setup a custom Agent assist button on the contextual side panel, which will be used to get the live transcriptions of a conversation of a agent and customer and then find the solutions through agent assist. Problem: When I am tying...
Attendance Records
Hi! I’m building an application to help teachers take attendance. I’m creating a page on the service portal that lists all students and allows teachers to mark them as present or absent. On the back end, I’m using a table with three fields: Date, Stu...
Remove a user from a mail-enabled security group
We are currently on Utah, and are trying to find a way to remove a user from a mail-enabled security group. Currently this is not available it seems as Microsoft Azure AD Spoke just does not have this functionality. I reviewed this article https://su...
Resolved! meaning of "accountISNOTEMPTY^EQ"
Hello.If "accountISNOTEMPTY^EQ" is set in the workflow execution condition,Under what conditions will it be executed?Please tell me the meaning of "accountISNOTEMPTY^EQ".
Resolved! Tables to update from Service Portal
Hello.Is it correct that the information entered from the service portal is always stored in the case table (sn_customerservice_case)?(After storing it in the case, store it in the internal table mapped by the record producer)If there are cases where...
