Hi everyone,I’m currently working on a ServiceNow implementation where I need to connect Virtual Agent with Live Agent.I have already created and configured the required AWA queues, and I’m now trying to configure the handoff from Virtual Agent to a ...
Hi Community, I have a record producer for retail case. That record user is getting submitted using ATF. On that record which I have submitted, I have create problem ui action. It’s creating a record after clicking on it using ATF. Now under that pro...
Hello,I have a requirement to make attachments mandatory in the CSM workspace when specific Sub-Category is selected.I have tried UI policies and Business rules but it is not working.Can someone suggest me how to implement this?
Hi, I need assistance with a CSM portal visibility issue. We have two separate CSM portals used by two different departments, and each department should only be able to view its own cases.Recently, users in Department A have started seeing cases tha...
Hi Experts, My organization want to limit the access of creating cases for the internal users based on specific group/role. We are on Australia upgrade and using CSM workspace. Please find the attached screenshot for better understanding of my query....
Hi all, The OOTB "CSM Approval Info" widget on the CSM Portal does not enforce a mandatory rejection reason when an approval is rejected. Could you please share how to fix it?Thank you in advance,Victoria
Hi All,Requirement Description: I came across an interesting requirement to search records from a custom extended CSM Case table by Short Description in the Global Search and resultant CSM case will appear CSM/FSM Configurable Workspace.I couldn’t f...
Hi Community,I'm working with Customer Service Management (CSM) and noticed the Customer Information and Customer History tabs on a Case record in Workspace (screenshots attached).The Customer Information tab displays several customer-related compone...
I have a custom helpdesk case table in our instance that extends the OOTB case table (sn_customerservice_case). I have a need to export the relevant configuration files (Column's BR, Choice values, Scripts, Form Design, UI Policy etc) associated with...
Hey community, I am troubleshooting an issue in CSM portal. The 'Notification' button in the header isn't available for most of the external users - users who are stored in 'customer_contact' table.Interestingly, we have a 'test user' who is able to ...
Hi Team, We are unable to access the SNOW the page is not loading. We tried to log out and log in multiple times but it was not working. Can someone check it `ASAP?
whenever the provider has submitted the form for this q1, if he is coming back an looking at the form in q2, he should have enough details to view what is being answered in the previous quarter.
Hi,I have disabled - Qualification is required for new requests.As per servicenow document(please refer below link), it says if above is disabled than work orders automatically be qualified and moved directly to the next state that is configured for ...
Hi Experts, I am trying to create a custom responsibility to provide different access to contacts based on a condition. For ex: case editor - should get access to read and write when certain conditions are fulfilled . case reader - should get access ...
We are designing a ServiceNow architecture for a university environment with two main personas:StudentsStaff membersThe current requirement is:Students will use a Business / CSM portal.Staff members will use Employee Center.Both students and staff sh...
