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...
HI, I have set up a queue in advanced work assignment with 2 eligibility rules. When I test and I have 2 agents available one for each of the eligibility rules I can see the following behavior: the work item first goes to the agent that matches the f...
Hello All,I have requirement to display additional information of the live agent along with his Name which can uniquely identify them like email ,Employee ID etc.Please let me know how I can achieve this.Thanks.
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...
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 ...
Hi All,Could anyone please share how to restrict a user to select same day appointments for a specific reason. Ex: if today is Monday, then for a specific reason user should not have the option to select any time slots for Monday. Regards,Vamsi
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 ...
Hi all, The requirement is to configure the highlighted text in the below screenshot: Not sure from where this is configured. Thanks & Regards,Sreesh Surendran
Hi, We currently are implementing the Agent chat.We encounter problem with Queue Max wait time. We would like that, when a user send a message to an agent, if the agent does not accept or reject it before 30 sec, the user get the message that there i...
I’m working with one of my customers on dynamic translations and they have a few requirements to customize the functionality around when to translate and when not to translate (they want this to be dependent on language skills of the agent rather...
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?
Hello, I need to create Agent chat for one of our custom application. However I read that Inbox page template is deprecated, and there is no replacement. Any idea on how can I create Agent chat for custom app? Thanks,S
Hello, I got a requirement where a MYS skill user is not getting cases assigned. Although MYS skill is also a part of Core skill which has other countries in it as well.When core skill is assigned to that user as well along with Malaysia (MYS) then ...
onChange script error: ReferenceError: enableQueue is not defined function onChange_sys_cs_live_agent_setup_itsm_fulfiller function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || newValue === ''){ return;} enableQueue...
Hi All, I want to customize the Sidebar chat message which shows the ticket details in one UI box that is "Open record" box. I dont want the priority field which is visible in the ticket details of chatbox message. I am not able to find any UI page, ...
