Virtual Agent OOTB Topics
Hello, Where can I obtain a list of OOTB use cases for VA by product (i.e. HRSD, ITSM, etc). I was able to find few for HRSD, and ITSM, but nothing that is comprehensive by product. thank you.Parth
Forum Posts
Auto Ticket Assignment Configuration and Queue
Auto Ticket Assignment Configuration and Queue Updates1. Queue Re-Configuration: COMPLETEDRe-create the SN TechOps queue in ServiceNow. Move the following team members from the SN Corporate EUC queue to the newly created SN TechOps queue: Daniel Gree...
VA shows , No agent available although agent is available from workspace
Hi there,I have made an agent available from HRSD Workspace. And using another person when I tried to chat with this agent via portal, I am getting below mentioned error : "There are no agents available at the moment. Please try again later.Thank you...
Building a chat interface in ServiceNow using ServiceNow AI (RAG & Vector Search)
Hello Community,I am exploring a requirement to create a chat-style interface in ServiceNow.The scenario is:For a given record, a user will upload a document into ServiceNow.The AI should respond only from the contents of that document when a user as...
Resolved! Predictive Intelligence
Hi All/ @Ankur Bawiskar We have trained the OOB "Similar Open Incidents" and "Similar Resolved Incidents" PI solutions and are displayong in the SOW,so that it will be helpful for Agents.But I need to give an agents the option to directly copy the r...
Advanced Work assignment-Automatic assign work items
Hi community,In AWA, when I opened work items it showed me state is queued and assignment rule and assigned to field is empty. Even though I assigned queues and assignment rules properly the issue is coming. The rejected field is also true. The agent...
Resolved! Display more fields on Agent Assist Card
How can we display more fields in agent assist card. We have enabled Predictive Intelligence,so its showing 3 actions,Similar Incidents,Similar Open Incidents,Similar Resolved Incidents. So now we want to Configure Display Fields: We want to Add fiel...
Chat idle time - Automatic Inactivity Handling for Virtual Agent (Not Live Agent)
I have a requirement for the Virtual Agent (chatbot) in ServiceNow.If the user is idle for 3 minutes, the Virtual Agent should send a message: "Are you still there?"If there is no user response after another 3 minutes, the bot should send a second r...
Resolved! Show agent name at the top of the chat is restricted and i am not able to disable it
Show agent name at the top of the chat is restricted and we want to disable it but I am not able to disable it Please help me with this
Sensitive data in agent chat
Hi all, Our Service Desk have suddenly started seeing the sanitization of email addresses that customers send via agent chat. The message that accompanies the sanitization is "This message was sensitive and has been sanitized.". We haven't enabled t...
Reaction to an email on outlook application creates an email log
Whenever an email is sent from servicenow to the requestor ex: Case creation email, they can react on it using the emoji button. And that reaction gets logged into "Emails" table as a log belonging to the record that servicenow created in the first p...
Resolved! How to Remove white X in ServiceNow Portal
How to Remove white in SeriveNow Virtal Agent white X. and new ICON or image
How to integrate Sidebar with Slack?
Need to know how the integration will be done between Sidebar and Slack.
Rejection Event - work item Case: rejected by user for reason No access
I have created a service channel for custom case table and configured the queue for assignment group. when a new case is created in target table is going through the channel and assignment rule. But getting auto rejected by the user, though the user ...
