Hi, I have been working on the PSDS module in that I encountered some issues,please help me to resolve it. We are using the ServiceNow Australia release. The following catalog items are missing from the sc_cat_item table and are not available in the ...
My company has a retail helpdesk that uses a scope ServiceNow CSM application. We're also integrated with Five9 so agents use the Five9 adapter to manage their calls directly in ServiceNow. We have a requirement that agents should track every inbound...
Hi Community,We are using the ServiceNow Business Portal (CSM) for external customers and have a question about the recommended password-reset process.Current configuration:Password Reset Process: Default Self ServiceCredential Store: Local ServiceNo...
Step 1: Integrate Playbook with CSM WorkspaceTo display a Playbook in CSM Workspace, you must configure it as a Related Item or Contextual Side Panel.Configure the Playbook as a Related ItemNavigate to:All → Workspace Experience → Actions & Component...
Hi Community,I’ve been working on setting up an end-to-end customer flow in ServiceNow. So far, I have completed:Raise a Lead – Captured customer interest (via CRM integration).Generate a Quote – Integrated with external quoting tools.Complete an Ord...
Hello ServiceNow Community,We are working with ServiceNow Customer Service Management (CSM) in a domain-separated environment and need guidance on automatically assigning Cases to the appropriate domain.EnvironmentFor illustration, assume the followi...
Hi Team,I'm implementing Case Type selection in CSM Workspace. When users click the "+" (New Case) icon, they are prompted to select a Category and Subtype.As per the documentation, selecting a Category should filter the Case Types, and selecting a S...
In a greenfield out-of-the-box ServiceNow CSM implementation there is no Description field, only a Short Description field, on the CSM Case form. Is this intentional, and would it be considered best practice to add the Description field or not? Of co...
Hi everyone,I am looking for a way to disable tagging people in the additional comments of the case.With Australia version, Agents can tag anyone in the comments and worknotes section of the case.tagging in the worknotes is acceptable as they are int...
Hi Community Members, I have recently observed an issue in our ServiceNow Production instance where certain knowledge articles do not consistently appear in search results.The issue occurs in the following scenarios:Knowledge Homepage: When searchin...
Hi all,We’ve created a record producer that creates a case in the sn_customerservice_casetable.Our requirement is for users with the snc_internal role to be able to view the cases they have submitted via the esc portal. However, with only the snc_int...
I have a requirement to add a google reCAPTCHA widget that can be called via a custom variable which is added to the record producer. So far I have managed to get the public widget created and loading a google reCAPTCHA but it is only working on auth...
I have been trying to find a way to create a case by using the '+' instead of interactions. I couldn't find anything to make changes to the properties such that I can have an additional option to create a case along with the interaction. I'm referrin...
Good day all. My teams are working on researching ways to automate and/or streamline case reviews for Quality Assurance to ensure that agents are routing cases properly and getting the end users their answers kindly, correctly, and quickly. Ideally ...
Hi SN Experts!I am creating state flows for a project in CSM.I have defined some field controls using in each state flow to have the mandatory logic in place.The problem is When going from one state to another using UI Action (automatically created u...
