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...
Hello,I have created a custom 'Request Info' Declarative Action on a Playbook Activity Card and added to a Activity Definition. The action as a button is visible, but when I click it, nothing happens.I also created a Custom Modal in Record Page Modal...
Hi All,we are not using OOB CSM (customer service Management ), we crated scoped application as per business needs .Scoped Application : x_scrvn_csmnow I'm going to create some new fields on CSM Task table (sn_customerservice_task), we know that CSM ...
Being an admin Getting a Case view while creating a case but for a Agent the Getting some random alignment but the view name is Case onlyfor Admin View : CaseShowing expected alignment. for Agent View : Case*Showing some random alignment of the fiel...
In CSM/FSM Workspace, Shift Planning for Configurable Workspace is installed and have a calendar where we can schedule Shifts, Time-Off, etc.In this 'Team Calendar', the New button have these options and I want to remove a couple of them. I'm trying ...
Not able to access these workspaces. Have downloaded the FSM and CSM plugins.
We are implementing a greenfield CSM solution using Business Locations, Service Model Foundation, and CSM Contributor. The first phase serves internal users only; external customers will be introduced later.Our internal organization model has two lev...
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...
Hello, we are having a process, where we need to gather some information from some people or teams, who are not enabled in ServiceNow. Lets say, they are our external users. We also have CSM module enabled.The question is: Is it possible to assign ca...
I have enabled SAM Pro and I am currently ingesting the entitlements and installation data into the instance. I am looking for the best practices as we are trying to generate a software N-1 compliance report out of ServiceNow. Is there any OOTB optio...
Hi! The Communities feature is not compatible or supported in Domain Separation as described here:Domain separation and Communities • Australia Customer Service Management • Docs | ServiceNow Is there any way to bypass this or have a workaround for m...
Hello,I have a question about the behavior of multi-factor authentication (MFA).The following settings have been made to perform verification for multi-factor authentication (MFA).The version is the PDI environment of Yokohama. 1.Multi-factor authent...
Hi All, Request your expertise in below two point.1.our customer want to migrate contact user to sys user, to do so is it better to deactivate former and create the sys user separately OR convert contact to sys user. Any implication. 2.In addition , ...
Hi Everyone, The Now Assist Skill "Case Summarization" is not available on the Agent Workspace when the case is suspended. The skill configuration does not show any way to change this. Is there any method to make this available for the suspended stat...
Yellow Line overlapping on Work notes text in Employee Service Center (esc) under Home>My Request > Activity after upgrading the instance to australia version patch 5. Please suggest how can we fix this.
