Resolved! Assign incident/task if people are not available
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?
Forum Posts
How to show survey results to others in service portal using take_survey 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...
Agent Chat wait until max time even when no Agents are available
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...
Resolved! Agent Name is not appearing in Agent Chat
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
Resolved! Extend wait time of chats for a particular agent
How to increase wait of chats for a particular agent in service now?
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'...
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...
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...
