Response Template and Quick Message role

I have assigned the product doc recommended response template and quick message role to specific users and a group. However, they are not able to edit RT or QM. does anyone know why?

Update Short Description on Case Transfer

Hello! When we transfer HR cases to different HR Services, we currently transfer things like work notes, attachments, etc. However, the Short Description also carries over to the new case, which we do not want.  How can we change the transfer process...

How to disable the 'Report Knowledge Gap' UI Action on Agent Workspace for HR Case Management

This will work for other UI actions as well afaik   Spent hours trying to find out how to stop this UI action from showing on the HR Agent Worspace form so I thought I'd share here.  1. Go to UI Builder within the Agent Workspace for HR Case Manageme...

hrtest

How can i use PDF template in catalog tasks

Dear community, i am currently creating a flow within the request mgmt. for return of it hardware.I already use the ootb signature feature. Currently it's only possible to link inside of the "sn_esign_configuration" a document from "dms_document" tab...

Reference qualifier for HR cases based on COE Security policy

Hi experts I'm looking to fix a flaw in ServiceNow HR security where a case can be assigned to a group and/or user who does not have access to view or edit the case due to the COE security policy configuration, ServiceNow have advised that there is n...

LifeCycle Events & Journeys_HRSD

Hello Community, Happy Thanksgiving! 1. I wanted to understand if we have to design process for Journeys and Life Cycle events, what should be the process - How to capture requirements, is there a template? how to conduct workshops, is there a templa...

Lifecycle event activity set triggering issue

Hi Team,In my lifecycle event, I have configured activity sets as follows:Activity Set 1 (Immediate Trigger)Activity Set 2 (Triggered after Activity Set 1 completes)Activity Set 3 (Combination of conditions and dependencies)For Activity Set 3, I incl...

Workspace view additional comments widget transfer HR case message

HI,After transferring a case using the "transfer to a new case number" method, I expected to see the following message: "Case was transferred from HRCXXXXXXXXX." Unfortunately, this message does not appear in the additional comments widget. Could you...

Multilanguage Email Notifications (Request Translation)

I'm trying to translate email notifications from the Azure API. I have everything configured and I can already use language detection. But when I try to do "Request Translation" the languages ​​appear unavailable. 

Duplicate entries in activity log on reloading

Hi Everyone,I am stuck on a frustrating problem for a long time, your help would be greatly appreciated. I created a record producer with a workflow attached to get an approval from manager and give reminder in few days if request has not been acted ...