Where is side bar discussion stored? Can the side bar discussion be included in the ticket?

Agent is not able to see work items in inbox on Agent workspace

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...

Agent name is not available on the Microsoft Team

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

ServiceNow Global Search Configuration

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...

Agent Chat with AWA - Interaction showing both Accepted and Rejected

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...

How to configure data set component to handle text-overflow?

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

AWA is not assigning agent to incident??

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...

Limiting user list when @ mentioning in sidebar discussions

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?

Employee Center Taxonomy and Virtual Agent

Good day to everyone and happy 2024!  I am hoping for some help on this. I have a work requirement to emulate the taxonomy we are setting up in EC, within Virtual Agent.  So basically, the user can choose from the various taxonomy levels to deliver i...

Chats are not showing up in the agent chat inbox in agent workspace

Hello Everyone, Our ServiceDesk agents are reporting some strange issue that they are getting the chat requests in their inbox and it is showing the no of chats requests (1 or 2) on top of the inbox icon but there is no chat request is showing in inb...

AWA - One Queue with multiple users who have different skills

Hi Team! Thanks in advanced for taking a look at this one. We want to start playing around with Skill Determination for Interactions. Everything is correctly set, we have a skill created and assigned to a group, which in turn inherits the skill to a ...

Enable Sidebar in a custom workspace

Hi Team, We have created a workspace using UI builder and want to enable "Sidebar" in there. We have went through the KB "https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1213249" but the functionality is not working. The steps ...