We are wanting to show metrics on truly rejected chat interactions, but are seeing within the awa_interaction_work_item table an interaction that shows a value of 'true' in the Rejected column also shows a status of "Accepted". We're looking to under...
Is it possible to configure data set component to handle text-overflow? It looks a bit off when the card cuts off the short description in grid view, but short descript looks ok in list view
I have configured AWA as per mentioned and I made service channel available in presence state even but after raising the incident it's not assigning the person even after checking with group person making him available from workspace??No clue about w...
When using @ mentions in sidebar discussions, the user list pulls up many records on the sys_user table. We'd like to limit this list to only Agent roles. Where can we configure this setting?
When a team conversation is transfer to an agent it’s getting auto abandoned after 30 min even if agent response.User Initiates a chat and it is transfer to an agent.Agent response but user doesn’t respond within 30min after chat transferred – output...
Hi ServiceNow Community I've expanded the task table and while I can see all fields from the Task table to my new custom table, I've noticed that the activity side panel is absent in the workspace, preventing me from adding comments or work notes. ...
I'm interested to know more about Response Templates on Email Feature of ServiceNow.Will this feature allow us to upload email templates if yes please tell us steps, which will help the Care Center agents to respond to emails efficiently? Can anyone...
Good day to everyone and happy 2024! I am hoping for some help on this. I have a work requirement to emulate the taxonomy we are setting up in EC, within Virtual Agent. So basically, the user can choose from the various taxonomy levels to deliver i...
HI, I have set up a queue in advanced work assignment with 2 eligibility rules. When I test and I have 2 agents available one for each of the eligibility rules I can see the following behavior: the work item first goes to the agent that matches the f...
Hello All,I have requirement to display additional information of the live agent along with his Name which can uniquely identify them like email ,Employee ID etc.Please let me know how I can achieve this.Thanks.
Hello Everyone, Our ServiceDesk agents are reporting some strange issue that they are getting the chat requests in their inbox and it is showing the no of chats requests (1 or 2) on top of the inbox icon but there is no chat request is showing in inb...
Hi Team! Thanks in advanced for taking a look at this one. We want to start playing around with Skill Determination for Interactions. Everything is correctly set, we have a skill created and assigned to a group, which in turn inherits the skill to a ...
Hi All,Could anyone please share how to restrict a user to select same day appointments for a specific reason. Ex: if today is Monday, then for a specific reason user should not have the option to select any time slots for Monday. Regards,Vamsi
Hi Team, We have created a workspace using UI builder and want to enable "Sidebar" in there. We have went through the KB "https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1213249" but the functionality is not working. The steps ...
Hi all, The requirement is to configure the highlighted text in the below screenshot: Not sure from where this is configured. Thanks & Regards,Sreesh Surendran
