ServiceNow Community

Service Operational Workspace redirect agents according to their role to view default dashboard

Here’s a clearer, more polished version of your message:We want ITIL agents to see the “Service Desk Overview” dashboard by default on their SOW landing (home) page, while Tier 2 agents (users with the Tier 2 role) should see the “Service Team Overvi...

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Ai agent studio

I am using OOB Ai Agent ' Predict HR services for case' , and it is working fine, but while updating the work notes, it is providing by some ai agent key. User name is not coming such as 'AiHrAgent'. (refer the screenshots).Can anybody suggest how t...

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Scan Engine Exceptions

Hi,Can we have exception management set up for ACT level defintions in scan engine?

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Throw an error message if two INCTASK has same assignment group under the Parent Incident

Requirement:For a given Parent Incident, the system must ensure that no two Incident Tasks (INCTASK) have the same Assignment Group.Behavior:When a user attempts to create or update an Incident Task with an Assignment Group that already exists on ano...

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Issue with timezone

My instance is in Australia/West Timezone, and I use below code... after record creation... frond end time and backend XML timings are different,, I want both frontend and backend start time should be 6:00:00 and 10:00:01var daysToCreate = 60; var g...

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Assistant provider as Genesys

Dear all,I am trying to test Voice agent integration and plan to evaluate what this Genesys can do.It seems to be a real nightmare to get a simple trial access to the platform and use the Voice agent part as a simple phone call we can reach for assis...

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Prevent other users in using a certain tag

Hi Everyone, I'm not sure if this possible. Let's say I have a tag [label] named 'Tag Ex'. Only specific groups are allowed to use this. Is it possible that when a user (that is not a member of the specific groups) tries to apply the said tag to an i...

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How to Set Up Multiple RITM Approvals (No Cancellation on Rejection) using FLOW Designer

Hi everyone, I need help with the flow design I’m creating for our catalog form. We have a requirement that involves multiple group approvals. If approved, it will create an SCTASK assigned to a fulfiller group. If rejected, it will not cancel the RI...

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Transfer of Assigned Tickets When Agent Goes Offline in AWA

Hi All,In Advanced Work Assignment (AWA), when an agent changes their status to Offline or when their shift ends, is it possible that the assigned ticket to be automatically transferred to another available agent who is available.

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Make additonal comment visible by default

Hi, In the sc_task table, I am trying to keep additonal comment as default and the user should click on the toggle button to update worknote. It is good in incident. But in sc_task, both the fields are appearing at the same time. Attached the image b...

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Add the approval/Reject button under my task widget in ESC portal

Hi All, I need to add approval/reject button in ESC portal under my tasks of "My active item" widget. If any tasks is going for approval such as RITM and request then it will show approval and reject button at the bottom in portal page. As of now, it...

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Incident and Problem

“When a P1 Incident is created, how will you automatically create a Problem record and notify the user on the Incident form?”

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Best Practice to Allow Users to Upload Attachments During Incident Creation with AI Agent

Hi everyone,I’m currently implementing an AI Agent to help users create incidents through chat. The agent asks a few clarification questions, drafts the incident details, and then creates the incident after user confirmation.We would like to allow us...

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DB View Calculate difference between dates and add to third date field.

Hi all, We have a requirement where we have to show some date calculation in a report.We have created a database view between two tables, now requirement is to calculate the difference between two Date time field and add it to the third date time fie...

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Can we pass incident form value to sys popup on the caller field

Hi All, When I click on the Caller field, a popup window opens showing all user records. In that popup URL, is it possible to add additional parameters using values from the Incident form (for example, the Company field)? Based on that value, I need ...

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