Resolved! Assign incident/task if people are not available
Hi Community, I want to assign tasks/incidents to agents even when they are not available on workspace via advanced work assignmentsCan this be achieved?
Forum Posts
Need to build Agent chat for custom application
Hello, I need to create Agent chat for one of our custom application. However I read that Inbox page template is deprecated, and there is no replacement. Any idea on how can I create Agent chat for custom app? Thanks,S
Need AWA skill and routing help
Hello, I got a requirement where a MYS skill user is not getting cases assigned. Although MYS skill is also a part of Core skill which has other countries in it as well.When core skill is assigned to that user as well along with Malaysia (MYS) then ...
Facing error message while setting up Agent chat
onChange script error: ReferenceError: enableQueue is not defined function onChange_sys_cs_live_agent_setup_itsm_fulfiller function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || newValue === ''){ return;} enableQueue...
Customization of Sidebar chat window
Hi All, I want to customize the Sidebar chat message which shows the ticket details in one UI box that is "Open record" box. I dont want the priority field which is visible in the ticket details of chatbox message. I am not able to find any UI page, ...
How to show survey results to others in service portal using take_survey page?
We are using surveys and assessments widget to show survey response on universal request, we can see that the API "$sp.getAssessmentRecord" is being used to display the response, but now we are looking to show the response to other users, since the a...
Agent Chat wait until max time even when no Agents are available
Hello, We have Agent Chat available to our customers with Virtual Agent currently disabled. When agents are available the chat will wait for the 5 minute max time limit before giving the no agents available message. However one quirk I've seen is wh...
Customization of Sidebar Chat box
Hi All, I can see in the Sidebar chat box, there is one "open record" UI which will open the ticket details. I want to customize it, From where should I customize these UI. I dont want this priority field to show in this chat box.
Resolved! Agent Name is not appearing in Agent Chat
Hey Community, While interacting with end users via agent chat the agents name is not appearing it just says agent. How can I enable agents name to appear dynamically while interacting with users. Thanks
Resolved! Extend wait time of chats for a particular agent
How to increase wait of chats for a particular agent in service now?
Changing lowercase letters to uppercase letters
Hey guys.When I opened an incident using the chatbot, in the "channel" field it comes as "Chatbot", but very rarely, it comes as "ChatBot": When it comes to "ChatBot" (with the capital letter B), the field in the incident list is blue, as if it didn'...
How to modify the present state for AWA without navigating to Service Operation Workspace
Hi,As our team is exploring using the advanced work assignment to auto assign incidents to different people in the groups, we realized the assignees have to open the service operation workspace and update their present state in order to accept the in...
Disable "Attach Article" modal (CSM Workspace)
Within Agent Assist in a workspace, when attaching a KB, is it possible to not have the "Attach Article" popup from displaying and just have the KB link added to the Additional Comments?
To Convert the input from user to Upper Case
The requirement is:In Virtual Agent, when a user enters the incident number in lower case to Upper case and show the incident record in the chat.
Resolved! Error: Invalid Integer
Hi everyone, I have added a choice "Completed with help" to the "State" field on my Story Table. Upon saving the form by choosing this option and filling out the form an error pops up "Invalid Integer". Can anyone please help me in finding out the so...
