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can we link pre-chat survey questions/options to live agent chat context variables? How? Note that we are not using virtual agent. We want to pass the pre-chat survey responses(choices) to chat context variables and then eventually route the customer...
I am added consumer agent(sn_customerservice.consumer_agent) he can only able to see workspace. In the module section I added role. But after impersonate with who has consumer agent role they can only see list, inbox interface only. Home interface no...
I want to create 'create new' module under case in csm workspace not in UI. when click on the module directly it should open case form. How can I proceed with explain step by step?
I would like to create an email notification to technicians that has the RITM in the body of the email. I'm unable to to find the HTML code to add to the email body for the technicians. Perhaps this is added in a different place other than Email Not...
Hi, i’m trying to trace what is updating approval records (sysapproval_approver ) where the Updated By = system and the state is being set to not_required then cancelled however the record is still active. The approval records are being updated while...
I'm working on a Record Producer with a Multi-Row Variable Set (MRVS). Here's my use case:The MRVS allows users to add multiple rows (e.g., 3 rows).Each row has an attachment field where the user can upload a file.On the catalog item/form, each row f...
I want to create 'create new' module under case in csm workspace not in UI. when click on the module directly it will open case form? How can I proceed with explain step by step?
Hello,I have a field in a custom scope on the sn_employee_profile table. I created a role based "Allow if" Read ACL for that field (sn_employee_profile.x_abc_scopename_fieldname). If a user has the sn_employee.admin role, then the ACL works fine, but...
HiCan anyone share a strategy for collating the AS IS Business procedures and processes to supporting deployment planning, nothing is document and managed via spreadsheetsAny support is greatly appreciatedThanks
So we have staff using the Cart option on the Portal to add several catalog items for the same person (like a new hire) at once. The Request creates with no issue and all the separate items generate separate RITMS. However, only 1 RITM Flow runs. Al...
Hi AllWe ate currently in the planning phase and preparing to reach out to the Business workstreams for support to deploy the Service Management moduleDoes any one have a list of Business SME roles they have used to support the deployment and any eng...
I found a solution using a Dictionary Override on the Assigned To field. By overriding the Reference Qualifier, we can pass the current form's Assignment Group to a Script Include, retrieve the corresponding group members using GlideRecord, and restr...
How to identify who has shared the list in CSM workspace. Thank YouKartik Magadum
In ServiceNow Demand Management, what is the out-of-the-box behavior of the Value field when Assessment Required is set to false? From the documentation, it looks like the Value field is part of Assessment Data and is normally calculated from assessm...
I have an Incident SLA, which is set to retroactively start at 'Contact date'.I want it to pause at the 'Opened_at' date/time, (which is the moment the Incident form is opened. That is, when the technician clicks the 'New' button). But it actually pa...
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| Subject | Author | Posted |
|---|---|---|
| Friday | ||
| Friday | ||
| a month ago | ||
| 04-28-2026 11:56 AM | ||
| 04-06-2026 04:06 AM |