Resolved! Configuring CSM Portal
I am trying to implement CSM in my PDI I have activated the necessary plugin and in the process of configuring the foundation data, do I need to configure all the steps in order to build my CSM portal?
Forum Posts
Need Closure Code Definitions & Best Practices - Case Management
Are there closure code definitions and best practices for case management?
Resolved! Group by Count Query
Hello Team,I have below query to get the count of Total Tickets count Group by the Fulfiller. My question is, is it possible to get the Assignment Group Name they belong to in the result? If so how can I add that?Please advise. Thanks. var rec = new ...
response templates
Hi,HR related tables are not available in response template configuration. As an admin I can see all the tables but agents cannot see sn_hr_core tables.Quesiton:1.Who should be to given response template creation[sn_templated_snip.template_snippet_wr...
How to disable an alert
How do you disable or turn of the alert that generates this warning?:"MID Server SERVERNAME-DISCOVERY has logged in with MID username xx_xxxx_xx while that username is already in use". We know why this alert is generating, but we do not want to see ...
Remove duplicate records
Hi experts,We identified more than 100 duplicate active department records. We have the list of active records from workday.Now I need an approach to remove duplicates from servicenow ( these records might be referenced in any user record or other ta...
Dynamically Setting Recipients List Based on On-Call Schedule
Requirement: Dynamically Setting Recipients List Based on On-Call Schedule to send out an SMS on the Major Incident Workbench. Current Script: (function() { var currentTime = new GlideDateTime(); var recipients = []; var groupSysId = curr...
Resolved! incident
How do I calculate and track SLAs accurately for incident tickets?
Resolved! How to hide "Options" on the catalog form.
How to hide "Options" on the catalog form when we select 2 fields with type "check boxes" with order one by one.
Search with Incident or Request number in Virtual Agent
Hi All, There is a requirement that if we search with the incident or a Request no. in Virtual Agent chat then it should give us few details like short description, description, etc. about that ticket.Is this functionality possible in ServiceNow Virt...
Need help on user role in VA
Hello All, I have requirement In virtual assistance like when user logged in VA on portal if the user selects the Catalog as the topic then in the flow we have to give a script Action to check the user is having role "ITIL" then it should show the t...
Giving users to access retired articles without knowledge Admin role
Hi,I have to provide users access to articles that have been retired. However, access to the retired articles is restricted to knowledge admins only.I don't feel considering giving the user the knowledge admin role. Since, it will provide them to mod...
Virtual agent topic - Request Catalog Item
Hi, We have a requirement to add a new virtual agent topic called "Raise a Request" to the "Show me everything" list.This topic should create a service request based on the details provided by the user and the VA should prompt the user with the manda...
ServiceNow Ebonding Spoke
Hi,Can we update Incident record's [Additional comments] and [Work notes] in another Instance using Ebonding Spoke?Can we create/update Knowledge in another Instance using Ebonding Spoke Or using another Spoke?Can anyone clarify it please.
Archiving extended tables data: System Behavior
Hi, We have a custom table which is extended basically from Task table. Lets call its as a Table A. There are other 3 tables, which are extended from Table A. Lets call them as B,C and D. If we open table A list, we can see table B,C and data. Click...
