List of suggested Exclude Tables and Preserve Data for cloning for CSM
List of suggested Exclude Tables and Preserve Data for cloning for CSM
Forum Posts
Add/Edit Client email template module from workspace
Hi, I am trying to provide email client template module on CSM workspace to the business users, so that customer can add/modify the template based on their requirements. But upon working on this development, I saw the field body html "html script" fi...
Customer specific SLAs using contract & entitlements
I have a business requirement where I have to define customer/account specific service level agreements. This needs to be done using contracts & entitlements. I have created contract & entitlement definitions, and attached to the account. Then, I hav...
Workspace: Attachment Related list issue
We have been facing issue with our Attachments Related List on a Case on Agent Workspace which correctly shows all attachments on the table, however when i click on the attachment it opens up the record details in a new tab while i dont see the attac...
Escalated Case link is not visible under 'Related Links' of case form.
Hi Team ,I have installed all required plugins on my PDI .I can be able to see 'Escalate Case' UI action with "Form Link " checkbox clicked.When I try to open case under CSM, I am not able to see 'Escalate Case' link under "Related Links" Section.Nee...
Resolved! Can we add variables in the case and case task table?
Hi Everyone, We have a requirement to add the variables section in sn_customerservice_task table? Is it possible to add the variables in the sn_customerservice_case and sn_customerservice_task tables same as like the variables in the sc_req_item tabl...
Report: How many hours agent has been Available on Workspace
Hello, I have a requirement to create a report that shows many hours every agent has been available in the workspace. The agent history statuses are located in this table "awa_agent_presence_history"I have tried to create a Matric Definition for that...
how to generate a quote
Could you tell me how to generate a quote in ServiceNow?Currently, we are following these steps: 1. Upload PDF template on any record, such as an incident record or an order record, as an attachment. 2. I create two XLM files. One is set up the "Gene...
Does it make sense to combine CSM and Employee Center
Hi - I’m dealing with a scenario where I would like to combine the versatility of Employee Center with Customer Service Management. In other words, replacing /csm with /esc. Does anyone see any technical or functional roadblocks with this approach No...
Resolved! Is it Normal for a user to write to a field when this User is Not Specified in ACLs?
Hello Community,I have a scenario where ACLs provide read and write access to a specific field for certain users. However, other users who are not specified in the ACL are still able to input data into this field using a record producer.When these us...
Hide Email Client in "Compose" section in CSM/FSM workspace
Hi all, I have a requirement to hide the Email client in the "Compose" section from activity stream when the case is closed. Right now, an agent can send an email using this feature even if the case is closed. I want to restrict that. The worknotes a...
Translate dropdown option which is refer to the location table
Is there any way we can translate reference table. For example we want to translate the locations dropdown option which is attached to the location table.
Based on service Assignment group should populate by using assignment rule.
When we raise a case ticket , based on service assignment group should populate. For this i have written a script. var val = '';var itSuppGrp = new GlideRecord('sys_user_group');itSuppGrp.addQuery('name','IT Support');itSuppGrp.query();if(itSuppGrp.n...
How to pass/get ServiceNow logged-In User Id on OpenFrame page
Hi, I want to capture ServiceNow logged-in user id on my Openframe html page. My html page and JS are deployed on separate application server on-premise(tomcat). Can you please let me know how to get this? ThanksUmesh
Resolved! What function is used to create the sysapproval_approver record?
Hello.It appears that a record is created in sysapproval_aprover when a record is created in sn_customerservice_registration.What function is used to create the sysapproval_approver record?Business rules? Or another script? ?
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