How can we add Playbook as first tab in CSM workspace front-line case page? Also how to add a custom UI action in an particular Playbook activity card only and hide OOB ui actions? Thanks In advance .
hi I am finding it difficult to log time against a CTASK when working in the Service Operations Workspace, unlike with RITMs.For RITMs, there is a ‘New’ UI action available under the Related Records tab to add time. However, in the case of CTASKs, th...
Hi All, Our instance has been upgraded to Australia release, I see few buttons missing in Service Operations Workspace after upgrade. For Published articles, below actions are missing. Also for Retired Articles, "Edit" button is missing Please sugges...
Does anyone know of a way to dynamically change the subject line of an auto email notification based on logic or conditions. Example: Using the same email notification, with same sending trigger conditions or in the same flow/subflow, insert a sub...
Hello,What's the right way to denote Accounts that are government agencies? Would it be on the Business Structure? Out-of-the-box, it doesn't have an option for Public Sector. The Industry field doesn't seem to be the right fit - since the choice lis...
In Ui Builder has Record page .Inside that record page has filter component i created.for this filter i have give incident table and field i selected 'caller_id'.based on that caller id sys_id i stored in client state parameter.after that i printed t...
I have followed the guidance in the Case Types whitepaper, and created a Case Type in it's own application scope, with it's own role. A user granted access to the table via the role can see the table and interact with it as expected in the platform U...
We have a new CSM portal (in addition to another CSM portal). A new role has been created for this new portal and I want to ensure anyone who is logged in without the new role assigned to them cannot access the new portal. They should be taken to the...
Want to deaign some forms to take inputs from user, store those inputs in custom table. I'm trying to use playbook for this requirement. But facing some issues in the same. Have following doubts in the playbook 1. Can we do scripting in a playbook?2....
Hello, As anyone ever tried to translate a playbook? The use case is : we want to display the playbook in the agent's language, even if a case is transferred to another agent (i.e. the newly assigned agent will see the translated playbook). It seems ...
Hi Everyone, We have a requirement to create a voice agent as below requirement- "Voice agent for out of office hours. Someone calls the Service Desk, SD is closed, instead of redirect to 3rd party the voice agent steps in and creates a ticket". Kind...
We just recently changed all the email/user names in all of our systems, including ServiceNow. When we changed the user name, the Workspace the 'My Lists' section apparently is tied to the old user name behind the scenes, because all of those lists ...
Hi Everyone,We have a requirement to visually differentiate Work Notes (e.g., yellow accent/line) and Additional Comments (e.g., dark/black accent/line) inside the CSM Configurable Workspace Activity Stream, similar to how they look in the Classic UI...
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:In fact in the right panel the magnifying glass icon is repeated twice: once at the first position and once at the...
We have a custom table in the service portal, i want to add a simple list widget with the approval list so that the users can see who is pending to approve and they can reach out to them directly. But I am not sure on how make the filter dynamic so i...