Does ServiceNow support user managers reviewing provisioned access for all applications/systems? Usually Access requests are approved by requesters' managers and access approvers through ServiceNow. Access certification could be an option for compreh...
hello, earlier when the agents used to work on a different application or browser tab, when a new chat came, there used to be a audio notification.however, we no longer get the sound notification.but the following chats give a sound notification if t...
In Live agent support even when agents are available then also in service portal contact support it is showing message "no chat agents currently available".Attaching Screenshot
We're currently using Advanced Work Assignment to automatically assign cases to our HR agents. Right now, we're just using a default work item size of 1 point which works for most cases. Our agents have requested the ability to modify the the Work It...
Hi All Just wondering if anybody has worked on auto-assignment of chats in Connect Chat.I know connect chat is deprecated and no longer support in UTAH but was wanting to know if anybody has had a solution around auto-assignment of Chats to Agents wi...
Hello all, We are currently in the process of upgrading to Tokyo and are setting up the Service Operations Workspace for our Service Desk agents. We are trying to configure the 'Experts on-call' button on the side menu of an Incident.When selecting ...
Can anyone provide a simple script in Agent Chat - Quick Actions to execute a Flow Designer action and to pass a simple response back to the chat screen? Is there an example of how to do this that I may have missed, is this even possible? Thanks
When all agents are busy and a new chat comes in the user is getting the message (no available agents).We do not want VA Chat to display this message, we want the system to keep rotating through the agents until one is available and display a message...
Hi all, I am using Virtual Agent (specifically in MS Teams, but I don't think that matters for this question), and am wanting to disable the "virtual agent" functionality and instead use just live agent. I've found that I can do this by using the "Li...
When there are no Agents signed in an online if i initiate a chat the Max wait time message is instantly displayed in the chat window. Is it possible to report on this. I would like to be able to see how many chats have been initiated and there are n...
Hi, Currently we are using AWA and Agent Chat on Tokyo. We were wondering if there is a way to set up some kind of priority for when one queue transfers a chat to another queue. Example: if all agents are busy the next available agent would get the...
Hello,I just activated the Agent Chat plugin and I configured service channels, work item queues and work assignment rules. I see that I can create an incident when I clique on the "create incident" button in the right top corner in the agent's works...
Is it possible to customize the below form to reomve "Send Email" option? Or alternatively, how to edit the email address associated with the form? Thanks!
Hello All,We are transitioning to Tokyo and since been made aware that Connect chat and Connect support are deprecated. My question is since Sidebar is limited to a few configurable workspaces for this Tokyo version which is preferred the Sidebar or ...
Hi,I have 2 chat services with 2 separate queues. Both chats check client inactivity time, after X minutes the conversation is closed automatically (this is native on the Scheduled Script Execution: Idle Chat Timer Task), however for both chats the i...
