Duplicates in database view
I have this database view, data is reflecting correctly, but it is coming twice ( meaning duplicate), what should I change in the where clause to avoid duplicates records?
Forum Posts
Variables from Catalog item in Playbook Decision activity
Hello Community,I'm looking for some help in playbooks.We have an item in CSM where there is existing flow will create Ritm and sc_task. But now we are trying to recreate this with Playbook. Our Workflow will totally work on a variable based on us...
Create custom state flow
For the sn_customerservice_case table, we currently have an out-of-the-box (OOB) State Flow that includes states like New, Work in Progress, Awaiting Info, Cancelled, Resolved, Closed.Our customer wants an additional custom State Flow that applies on...
Resolved! How to Make Attachments Mandatory on a Record Producer Only for Specific conditions
In many business scenarios, users must attach supporting documents when submitting a Record Producer form. While ServiceNow provides a Mandatory Attachment checkbox, it doesn’t always cover conditional use cases. This article explains how to enforce ...
PDI Instance: I need to set a knowledge base as public in my public portal
Hi All, Please note that I am trying to make a knowledge base as public so any non authenticated user can access its articlesthis is on my PDI InstanceI have gone through a lot of documentations from the community but it cannot seem to get it workI m...
Resolved! How to Configure Major Issue Management for Case Types?
When I try to propose a case type record as a major case, the system automatically creates a base case as the major case instead of using the selected case type. I couldn't find any official documentation to configure it for case types.
Engagement Messenger fails to load (Error in loading)
Hey all, I get this message on the customer site: Access to XMLHttpRequest at 'https://romedemomed.service-now.com/api/sn_csm_ec/engagement_center_api/modules/959c8ea287424110e27a400e8bbb356d' from origin 'https://www.payoneer.com' has been blocked ...
How to configure data collection for case types and case type tasks?
Hi! Has anyone come across any documentation/ best practice on how to implement data collection jobs for platform analytics for case types and case type specific tasks? Brs
Resolved! CSM Workspace Edit button
Hi, does anyone know how this edit button is configured on the CSM/FSM Workspace please? My requirement is to make this button visible only for Admin OR I dont want users to be able to edit any of the cases without entering the mandatory case resolut...
ケースからスクリプトでコピーしてウィッシュリストを作成した場合に添付ファイルもドラフト画面に表示させたい。
いつもお世話になっております。ケースからスクリプトでコピーしてウィッシュリストを作成した場合に添付ファイルもドラフト画面に表示させたい。CSMポータルで過去のケースからスクリプトでコピーしてドラフトを作成しましたが、添付ファイルがコピーしても画面に表示できません。 添付ファイルをコピーしてドラフト画面に表示させる方法を知っている方がいればよろしくお願いします。
URGENT!! View not getting reflected on Portal
Hello! I am trying to add a field called 'Category' to the csm portal - Cases list. I checked the native UI and found 'csp' view to be same as what i see on the portal list view. However, after adding the field on the 'csp' view it is not being refle...
I am trying to use AWA to assign cases directly to assigned to person without providing any option of accept and reject. Is it Possible? I used BR as well but its not working.
Hi , I am trying to use AWA to assign cases directly to assigned to person without providing any option of accept and reject. Is it Possible? I used BR as well but its not working.
How to make a Glide Ajax call in Workspace Client Script ?
function onClick(g_form) { g_modal.confirm("Confirm", "Are you sure ?", function(response) { doSubmit(); }, { cancelTitle: "Cancel", confirmTitle: 'Confirm' }); function doSubmit() { console.log("doSubmit"); <...
Resolved! Report on the Trend; duration to resolve over a period of time.
i am trying to create a report with the following characteristics:1. a trend that shows the duration to resolve incident tickets over days, weeks, months, years
Resolved! Custom case tasks
Hi all, I am trying to determine my options for the scenario below. ScenarioWe have a new case type extended from sn_customerservice_case. Within this case type we have the need to retrieve additional information from other parties when required etc....
