Resolved! Extend wait time of chats for a particular agent
How to increase wait of chats for a particular agent in service now?
Forum Posts
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...
Resolved! Virtual Agent to Agent Chat Interaction Record Short Description
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...
Agent Workspace Chat - Quick Action to Switch converstation Topic
Hello Community, I am looking for an option to switch the conversation Topic with the aid of the Quick Action from Agent Workspace.Suppose that Live Agent Chat conversation is pending and at some point Agent wants to switch the End User to another To...
Interaction Chats.. How should this routing scenario work.
Scenario.. Customer initiated a chat, agent picked up and was assigned to the interaction. Customer left (no user response). Before the actual timeout of the 1st chat, (and 2 mins after the start of the 1st chat) the customer started a 2nd chat. 2 o...
Agent chat should not display no agent message when the agents is on a call
Hi All, The chat interaction when initiated will redirect to all the agents whose status is available. However, when all the agents statuses are either away or on a call, then it will display that no agents are available to the users. We need to twea...
How are work items created for interactions?
We recently upgraded our dev and sys instances from Tokyo to Utah and while running through tests we found that Work Items are no longer being created for Interactions through Agent Chat. I've looked all over the doc sites and communities, but cannot...
change the color of sidebar
How can we change the color of the sidebar in agent workspace
Transcript not appearing in a case when raised on the back of Live Chat
We have an example where a colleague has had a Virtual Agent interaction and then gone through to a Live Chat with a support agent.The that Agent has raised a case for that colleague from within the live chat, the transcript of the VA and live chat i...
Resolved! How to show additional fields for request/incident in the agent chat window
User post any tickets or request number in the chat from portal like shown in the below picture.In the backend, Agent is getting the details of the request in his/her workspace chat window. We have another custom field on the incident table e.g. cha...
Encountering an issue with displaying images in Now Virtual Agent on Slack.
Hey guy!Thank you for your interest in my question. I'm facing a bit of trouble and hoping to find a solution. I have an image stored in "db_image." When designing the Virtual Agent Designer (VA Designer) Bot response, the response is in HTML format ...
