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Hi Team,Our agents mainly uses CSM/FSM Configurable workspace to access all the Tickets. There is a need to show playbook to capture and process some information on Incident Task. Could you please guide me on how to enable Playbook for CSM/FSM Config...
I would like to learn more about how to use templates, especially with incidents. Where can I find more good documentation that explains what is possible and how to use incident templates ?
Hi,Please help to Remove Edit and Delete options for attachments in portal.
I am trying to test generating multiple RITMs sequentially in an Order Guide. I followed the steps below to get to the Generate Sequence UI button but I am not seeing the "Generate Sequence" UI Action button because the last step "Order Guide Items"...
I am trying to input dynamic translation in my conversation with a VA. Is there no mid-conversation language switching?. Also, is the translation one-directional (responses only)?. English and French have a good translation quality but i was facing s...
In Knowledge base task part after completing all the steps per the instructions and clicking "Validate Task" Im getting this error: "Can you verify that a request has been made to create a new Knowledge Base for new employees?" and task failed as a r...
Approvers are currently able to edit or delete attachments associated with RITMs while reviewing approvals in the Service Portal. Is this an out of the box behavior?This behavior needs to be restricted. Approvers should be able to view and download t...
Hello Community,I am facing an issue with one of the RITMs where the variable values are not visible on the RITM form, although they are visible on the related SCTask.To investigate, I checked the XML as well as the history of the variable on the RI...
Accept/Reject/update/delete buttons are missing in escalation accept/reject page in csm configurable workspace. The buttons are visible in platform UI but not in workspace. Why it's not visible and how can we add those buttons?
We have a catalog item that has the variable type of date and the question is Start Date. We are trying to prevent anyone from inputting today's date as the start date. We have tried the following to prevent this: UI Policy where date can't be at o...
We are observing an issue where the notification is being triggered twice with the exact same timestamp. Has anyone encountered a similar issue or can suggest possible causes and troubleshooting steps?
Hi Team,I noticed that the Email tab is not available on Community Cases, whereas it is available on Support Cases.Additionally, when replying to Community Cases created from email, the reply should be sent to the original customer's email address an...
We are currently in the process of looking at our database size growth trajectory for our Live instance, and we need to reduce the size down considerably by looking at deletion of records, on top of the archiving rules against the main task tables (i...
Hi All, We have observed that the out-of-the-box (OOB) My Approvals widget in Employee Center is being flagged by Instance Scan for DOM Manipulation findings.The widget has not been customized on our instance, and the reported code appears to be part...
want SPM Implemantation doc can someoneshare with me if you have.
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