I have created a flow designer. Trigger condition is when a case is created then it goes to if condition and check whether channel is web/chat/virtual agent. If yes then we will creating a case task. . its not working when i create a case from any of...
Hello, My special handling notes popup works correctly in the Interaction view on my native UI. I have a CSM FSM Agent Workspace built with the UI Builder. The Special Handling notes is not popping up on my workspace ui. What could be the issue? Is i...
We're on Washington and we have HD agents alerted by Chat interactions coming from our CSM portal and the moment they accept the alert the chat is like ending on the cfg workspace, forcing the customer to start a new conversation. As customers are fo...
Here I have an employee extended table from sys_user and was expecting to be able to configure Lookup and Verify on it but it seems I can only configure the 2 existing records on sn_lookup_verify_config (Consumer and Contact). Therefore the functiona...
I created a custom form in workspace.The type is reference type.When you click on the reference symbol, you can see the records in that table.Is there any way to customize the columns of that record? As an example, I created an image of how I want t...
Hello, I tried to export the list shown on the portal navigation into a excel, but when oppening the excel file, it does contain the default list column on BO of the table. Regards,
When we activated the sn_fsm_inc_mng plugin, it overrode the states in Incident Management to match Field Service out-of-the-box states. This was done in our Dev environment and our current plan is to take backup from Prod. Is there a guide that sh...
I am working on a personal development instance on ServiceNow.I have an inbound mail action that is getting triggered as expected. However, the javascript under action is supposed to create a change by insering on the change_request table. But if fai...
Hi AllAs i developed a email layout on ServiceNow as request mail, once we raise a request, the requested person receive the mail, branding was looking good on preview and outlook browser as I developed, The issue was everything disturbed and layout ...
As we often send out mass emails with the same template to consumers, is there an easier way to send send out the emails similar to mail merge in outlook. We are not able to BCC everyone as we have to include each consumer's unique ID in the email.
HI Team, There is a requirement wherein if a customer replies to an email that should update the case. He is an external customer means his name is not there in contact table nor user table. Can he update the case. I mean is it possible and what appr...
Once per month a report is scheduled, but we get 7 times the outlook messages containing the same report.I have admin right and I try to find the root cause of this problem, basically I want delete let's say 6 of these outlooks messages. I think some...
Could someone tell me how to make "Resolution code" and "Resolution notes" of the Case form NOT mandatory?I checked the UI Policies, but could not find the policy for that rule. RegardsKrishna.
Hi all,I am facing an issue with the Assignment Group field. I have applied a reference qualifier to this field, and it is working correctly as per the configuration in both the Workspace and the Native UI.However, in the Workspace, when I try to cha...
Hello All, May I know if there is a way to allow specific domain to send email/ticket to servicenow (company instance). like example: allow (sample.com) domain to send an email and generate a ticket to servicenow for instance domain (ownservicenow.co...
