CSM - Case form - Recommendation

Tommaso2
Tera Expert

an hour ago

Hi all,

 

We installed the CSM plugin and in the CSM workspace we see twice the "Recommendation" icon in the Case form in the right panel:

Tommaso2_0-1779897938671.png

In fact in the right panel the magnifying glass icon is repeated twice: once at the first position and once at the third one.

We tried to remove one of them but it seems it is not possible, how can we handle it?

It's maybe a bug and we have to raise a ticket directly to ServiceNow?

 

Many thanks,

Tommaso

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Tanushree Maiti
Giga Patron

4m ago

Hi @Tommaso2 

 

Refer: https://www.servicenow.com/community/csm-forum/contextual-sidebar-panel/m-p/2400221

 

1) repair ui builder plugin and check

2) Can you try this.

  • Navigate to System Properties > User Preferences (or sys_user_preference.list).
  • Search for workspace.showAgentAssist.
  • Set its Value to false and System value to true, then save

check it. 

 

If not working raise a case to your servicenow vendor. ( hi ticket)

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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