Hi, we've been trying to achieve a situation, when an agent rejects the incoming interaction and his/her Status changes automatically from Available or Busy (or any other desired state). Is there any OOTB solution for this or do you have any ideas on...
We are trying to set AWA to only assign INCs to users within the same group that have the mandatory skill. We have skills assigning to INCs and skills assigned to users, however if there are no users with that required skill logged in it will assign ...
Hello,I’m currently configuring the Agent Chat functionality.After some testing I noticed that can a agent have a visibility to current queue to check waiting user chatORcan agent once free can go back to queue to pick up a chat, which is waiting.
Hi Everyone,I have 2 agents in group, who are responsible to accept chats on workspace.One agent is able to accept interaction and chat whereas the other one is unable to see any work item on workspace.Ms teams shows message ‘Please standby while I a...
I have encountered a few issues in Agent Workspace for HR Case Management on Create a New Case form. yourinstance.service-now.com/now/hr/agent/case-creation-page/-1_uid_1. Reference field with a dependent field does not work, although it works in the...
Hello All,We have integrated Virtual chat bot to Teams, in the chat the Agent Name is not getting displayed as a header in Teams but its reflecting at SNOW end. Please let me know who I can get it visible on Teams as well.Thanks
Hi All, We have just now upgraded the service now instance to Vancouver. We are facing the sidebar notification count issue is not populating. The image showing below having the count 1 in blue color, this is not happening in our instance.
Hi Community, I am looking to configure the Global Search display result, As of now in the below image, when i search using a text from the source it displays the "title [yellow]" as the main line with big character size, my requirement is to get the...
Hi everyone.I need your help, I have two instances, one in development and one in Poroduccion. The development instance is with the usual NEXT Experience theme. The stats of the instance are Vancouver patch4-hotfix1a and the stats of the Production i...
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...
