How to create a case from a virtual agent live chat from the customer CSM portal.
Hi Experts, How to create a case from a virtual agent live chat from the customer CSM portal.
Forum Posts
Why is Knowledge article set as Active= False despite being in Published state?
I am facing an issue where I have multiple KB articles set to Active= False but Latest= True. What I observed is that they are being set Active= False while new versions creation or any modification. I went through the workflow for knowledge bases bu...
Related list not displayed in tabbed form even after the tabbed form switch is true.
Related list on the change request form is not getting displayed in tabbed form even after the tabbed form switch is set to true and user preferences system is true and user is empty. Please let me know what needs to be done in this situation ?
Resolved! how to Cancel all SC Tasks in RITM when state changes to Close Incomplete using Business Rule
Hi all, How to Cancel all SC Tasks in RITM when RITM state changes to Close Incomplete using Business Rule. The requirement is to close all SC Task under Closed Incomplete RITM's.
Resolved! Agile Group Error
As admin in all my environments even when elevating my admin role to security admin I am unable to create an Agile Group. I am met with this error. ''You are either not authorized or the cart item is invalid'' any ideas?
Survey Actionable Message Notification Layout
Hi Experts, I have setup the Survey Actionable Message for Outlook and it is working as expected, only is that it is not showing in my outlook client the template layout as I want. once the email is sent in my preview notification I can see the layou...
Category-Subcategory dependency in Service Catalog (Make variables dependent without scripting)
Hello, I am currently creating a catalog item. In this catalog item, I have two fields, titled "Domain", and "Category" Currently, I have these fields setup as Lookup Select BoxesThe table I am using is a custom table, u_software_categoriesThe "Domai...
Resolved! How to set 'close code' choice field when change request form's state changes to cancelled?
How to set 'close code' choice field in change request form to 'Cancelled' when the state of change request changes to 'Cancelled' ?
Resolved! How to whitelist an AWS IP address in ServiceNow?
Hi ServiceNow Community Developers, I have an AWS IP address that I need to whitelist in ServiceNow. The problem I am running into is the way it's formatted, for instance this is the IP address - 13.34.7.0/27Do you guys know how can I white list such...
Resolved! Track where the field change has been made
I have a Field in the Requests ticket that changes after something is processed (it might be a business rule but I could not find which one).After it is processed it appears a blue circle which says who changed it, is there any possible way of seeing...
Virtual Agent - Setting Field on Incident Form via script
Good Morning;Please forgive my ignorance on this topic as I delve into our virtual agent setup.Problem: I need to set the Business Service (business_service) variable on the incident created by the virtual agent. I need this to be static. (either p...
How to add tooltip on form section
We have one requirement to add tooltip on a form section with both English and French (screen shot attached). Can anyone please suggest how to achieve this.
Resolved! How to add another mail to instance mail ?
for example:if I want to create a incident through inbound email action I will configure action and will send the mail to production@service-now.com but along with it if user sends to xyz@gmail.com or xyz@outlook.com.it should create incident in sa...
create escalate incident from survey response
currently we are sending a satisfaction survey through a mail to the caller (user) when his incident is resolved. When the user selects dissatisfied, a respond (inbound) email will be sent to servicenow(our instance). i want that response email sent ...