Customize Contact Support Form
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!
Forum Posts
Resolved! Agent Chat and Advance Work Assignment VS Sidebar
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 ...
Is it possible to create a different timeout message for each Chat?
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...
Resolved! Advanced Work Assignment (AWA) - How to configure to show manual assignments in inbox?
Does anyone know if it's possible to configure AWA to also show work items (tickets) in the agent's inbox that have manually been assigned directly to the agent? Thanks!
SideBar - No Discuss button on Case Page
Hello, I was trying to test the new SideBar functionality out in my developer instance and couldn't get the "Discuss" button to show up when viewing a HR case on the HR Agent Workspace. I have installed the 'omni-experience standard feature set' appl...
Advanced Work Assignment Reset Agent Capacity
Servicenow Version San Diego, patch 7b. I am trying to do some testing with Advanced Work Assignment on a custom Service Channel. I setup the Service Channel, Queues, Assignment Rule and Presence States. I impersonated two users and generated an int...
Agent Chat and Virtual Agent
Hello, We currently have a Virtual Agent and Agent Chat set up successfully, we are looking to see if we can present a widget which goes directly to Agent Chat and bypasses Virtual Agent for a subset of users. This is due to them not being ready for ...
Resolved! How to display ticket on agent screen
Hi all, Please is it possible to make either an existing ticket details or newly created ticket details populate/display on Agent screen? E.g. Whenever we are getting data from another system, can we populate the data in a new form on the Agent scree...
Agent Chat Available Only for Specific Applications or Services
If a Service Desk only wanted to provide Agent Chat for specific Applications or Services, what would be the most efficient way to do this as I don't believe it is possible to build this into the AWA Routing conditions for the Chat Queue?
Agent can hear the new Chat Sound even when agent is offline in Agent Workspace
Hello, Currently, one of our Agent can hear the new chat sound whenever he opens Agent Workspace and click on 'Status Button' on Agent Workspace to change the status. He can hear the sound even when there is no new chat.These 2 properties are set as ...
How AWA Agent Presence and Capacities is filtering agents
Hi community, I want to ask you about AWA Agent Presence and Capacities, the thing is how can I edit this table that I am not aloud to see (I am Admin). For example this table and after completing all the necessary config (Channnels, queues, etc) I a...
AWA Work Item Not Being Assigned
I'm working through getting AWA set up for the 1st time. I've got the service channel, queue, assignment eligibility, and agent assignment rule. I see the work item gets created but it never pops up for the agent to accept. What am i missing?
