Hi All,The requirement is when a Request is closed and the email is sent, we need to provide an option(button) in the email to the requestor to create an incident from the esc portal via a custom record producer, link the request in the incident(pre-...
What are the best ways to measure case deflection? We are looking at self-solve rate but I'm sure there may be more detailed angles to look at this, to help inform how we can amp up our self-solve opportunities.
Hi all! I'm wondering if you have a creative solution to resolve for kind employees replying to closed cases with 'thank you' (or some variation of that) from reopening the case? [No pun tended...] thank you for your help!
Hi guys, i ve been working on the employee center and i have a problem with my page. I am working with the Data Table widget (clone), which helps me to show the assets that are assigned to me. When I click on a record, a new page in employee center...
We received some user feedback that it isn't easy to quickly discern an article from a request form. We are using different icons for this, and follow naming conventions for each to help - however are there other opportunities to solve for this worth...
We are young in our ServiceNow maturity (1.5 years) and starting to receive use cases that could cross the line in ServiceNow needing to become a SOX system. What judgment or threshold did you use in determining when to make the jump? Do you have any...
We receive ad-hoc requests from teams to visualize their data (primarily regarding case) in different ways. We try to lean on our standard dashboard, but have made exceptions in crafting team-specific dashboards. I believe there is a balance we need ...
Hello!We have been live with using Virtual Agent (Charlie) for HRSD for several years now. We started out with 4 topics and are slowly expanding the number of published topics based on search terms our Caregivers are searching for when using Charlie....
How can i add My assets in header menu, with my tasks and requests.Please assistThanks in advance
HI,I want to add some links in the description in the category, in employee center. But i'm facing this issue. How can i add links. Can someone assist. Thanks in advance
This is a straight out of the box fully updated instance of Xanadu Patch 7 and the Employee Center (which appears to use the EC Theme) looks like this: The Employee Center used to look like this: We have not touched the EC Theme or anything related ...
Hello everyone, I'm hoping someone else out there has some experience and/or guidance they can share on this but I'm having some challenges on ensuring that I'm providing accurate reporting on our portal usage and need some help. First off, topic pag...
what does Retrigger the notification in case of failure access stand for in assignment group role?
Hi All, Having a requirement that need to create a bulk records through the flow designer in the table. Like creating a bulk incident but each record should be unique with the different short description. Any suggestion. Thanks.
Hi All, Having a requirement that, on the catalog form we have a catalog form with the start and end date fields. when the form loads the end date field is non-mandatory. while submitting the form if the end field is not selected any date we need to...