Hi, We currently are implementing the Agent chat.We encounter problem with Queue Max wait time. We would like that, when a user send a message to an agent, if the agent does not accept or reject it before 30 sec, the user get the message that there i...
I’m working with one of my customers on dynamic translations and they have a few requirements to customize the functionality around when to translate and when not to translate (they want this to be dependent on language skills of the agent rather...
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?
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
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?
