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 ...
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...
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, ...
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...
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...
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.
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
How to increase wait of chats for a particular agent in service now?
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'...
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...
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?
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.
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...
Looking to migrate over to Service Operations Workspace, where exactly do I configure Agent Chat so it will show up in the SOW like it currently does in Agent Workspace?
Hello, I am working on Implementing ServiceNow's Agent Chat via Service Operations Workspace. What we are trying to do is when the users are in the Virtual Agent, and then are navigating the menus, and then they are transferred to a Live Agent, we w...
