Hello,I hope you are doing well.We are currently reviewing a design decision in our Customer Service Management (CSM) implementation and would like to confirm the licensing implications to ensure compliance and proper documentation.Licensing contextO...
Workspaces are now the preferred interface for agents working on resolving the issues. Thanks to their multi-tab and compact layout, they offer an intuitive, seamless experience with all the related actions within reach without switching contexts. Th...
Dear Experts,I am new to Servicenow and English. Sorry for my poor English.How do I edit the sidebar in the red frame area?Specifically, I want to add Create Consumer (Verify Consumer) to the sidebar.Thank you, brothers.Yoshi
Hi all, 1) It is possible to manage the versioning of the contract documents leveraging OOB functionalities? If not, how it could be done with the minimum customization? 2) Out-of-the-box CSM only manages contract record or it is also possible to cre...
Hello all,I’m Dheeraj Sudan, and my wife, Meenu Hinduja, is currently working on a CRM project for a BFSI client. We’re facing some challenges with our workflow automation: we need to handle errors gracefully at each step while ensuring that duplicat...
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...
Can someone guide me through this requirment: How to remove the Acl security constraints message from the workspace?I have tried In Workspace:UX Page Properties add new property Name: hideSecurityConstraintsType: booleanValue: truebut its not workin...
Hi everyone,I’m currently working on CSM Lab Module 5.3.1 – Case Types and I’ve run into an issue in my training instance.The lab directs me to navigate to:All > Now Experience Framework > Actions and Events > Action Bar Declarative ActionsHowever, w...
Hi Community,Currently we have created a playbook for a record producer. Next in the UI Builder CSM workspace created a New Record page and configured the playbook tab for the table which the record producer tasks are being created.In the Variant con...
I am unable to log into my PDI. last time i set up 2 factor authentication using the google authenticator app. but its not getting any OTP while i tried to log in today.There was another way to verify through email as well but even on my mail i did n...
Currency field type is showing the currency dropdowns which are active true on fx_currency table.My requirement is to add new currency dropdowns(which are active false on currency table), Also needs to add other as an option in the currency dropdown ...
Could I change the attribute "name" of the "Offline" presence state without risk to other features or it is not a good practice? I am using the presence state in CSM Workspace to work with Interactions and cases.
When doing walkup check in from walkup portal. The list seems there but when I search for users its showing there are no users even though they are present in user table.Not sure why this is happening. Can anyone help me with this!!!The name appears ...
Hi Team, I am currently using the "Once / Only if not currently running" run type for our Playbooks. However, I’ve noticed that if an existing Playbook is marked as Complete or Skipped while the Case remains open, subsequent updates to the Case trigg...
Hello All, I am currently working on a requirement to optimize our Inbound Email Actions in a Domain Separated instance. We have approximately 133 customers. Currently, each customer has 3 dedicated Inbound Actions (New/Reply/Forward), resulting in a...
