An agent in ServiceNow’s Customer Service Management (CSM) uses the Interaction [interaction] table to document their initial contact with users seeking support. This interaction can occur through direct chat on the portal or via a phone call to the service…
Author: Saura Sambit
Landing Page Three-Zero-Ones
HTTP 301 is a status code indicating that a resource has been permanently moved to a new destination – this is entirely unrelated to the topic we are about to discuss. When users log in to ServiceNow, they typically see…
Journal field components in Configurable Workspaces
In ServiceNow, there is often a need to synchronize Work Notes and Additional Comments across related task records. This is typically accomplished using a few business rules and logic to prevent looping. In the Customer Service Management (CSM) environment, Additional…
Email body variables in Flow
While we are gradually transitioning from standard inbound actions to inbound flows, we are losing access to certain native functionalities that are often easier to script in ServiceNow. Achieving these functionalities in a low-code environment like inbound flows can sometimes…
Customer Central Tabs in CSM Configurable Workspace
Case Types in ServiceNow’s Customer Service Management (CSM) application help to streamline processes and ensure that each customer query is addressed appropriately and efficiently. The configuration of case types can be customised to fit the specific needs of an organisation,…
Automate asset creation for externally ordered Hardware Assets
Organizations frequently face challenges in effectively managing their hardware assets and ensuring a unified repository that encompasses both internally procured items and those acquired from various external suppliers. ServiceNow’s Hardware Asset Management (HAM) application addresses many of these complexities inherent…
Et tu, GlideRecord?
It is one of the most frequently utilized classes within ServiceNow. Whenever we encounter minor data needs in server-side scripts, GlideRecord is consistently relied upon. This reliance is such that we often trust the data returned by a GlideRecord query…
Replicate Change Model Interceptor from Service Operations Workspace to CSM/FSM Workspace
The Service Operations Workspace is a comprehensive environment tailored for IT service management. However, for organisations that are more inclined towards customer service operations, versatile workspace like the CSM/FSM Configurable Workspace becomes essential and the need to create Change Requests…
Passwords and 2FA
Almost every single service on the internet that you sign up for asks you to ‘create’ a new password. Right there, in ‘create’ is your hint. They are NOT asking you to reuse the same password that you have provided…
Move out of WhatsApp, it’s time!
Over the last few years WhatsApp usage has increased by a huge margin beating every other instant messaging app in the market. In 2019, it was the most downloaded app of the year with over 850 million global downloads. Can…