I am trying to report on ER Cases where users from a specific assignment group were added as a collaborator to cases outside of their assignment group. So far, I can add collaborators in a list report, but I can't seem to dot walk on the collaborato...
Hello, our organization is currently looking to integrate Microsoft Teams and the ServiceNow Sidebar. To create the Azure and MS Teams app, we were attempting to follow the directions found in KB1225842, however the broken images are preventing us fr...
Hi Team,As part of learning AWA i need agent workspace to be enabled. Can I activate 'com.agent_workspace' in my pdi?I tried to find this plugin in application manger, but am not able to find the plugin.I can see the agent workspace under All workspa...
Hi All, Could any one please share the details on how to configure and display specific timeslots based on the reason for visit? Thank you for your time. Regards,Vamsi
Hello,We have configured Live Agent using the Service Operations Workspace; however, we have a problem with it trying to assign agent chats to agents who are offline or unavailable. This is not expected behaviour, the expected behaviour is that it wi...
Hej all. How/Where do we define 'Availability' on any particular queue?How we want to define it: Every time there's at least one online agent (could be available, away or busy, even when they are handling their maximum capacity), the queue should be ...
Hello Team, need your help,The agent can not see the Pre-chat response in the agent workspace, How Can I show Pre-chat response given by the requestor to the agent
Hello!We are looking to expand the use of AWA for our IT Service Desk. They are currently using it for assigning Chats (Interactions) that come in from Amazon Connect Chat. We are looking to expand it to include Incidents, Catalog Tasks, and non-chat...
Hello Experts, Need your opinion on how the catalog forms can be made more interactive through bot. What are the parameters should be considered to make the forms more user friendly and interactive through bot. Thanks,Sajal
Hi all, My company utilizes Live Agent in two portals (HR and ITSM).There is a configuration that toggles whether Agent Names and Avatars can be seen when in a live chat.Our HR team does not want Agent Names and Avatars to be seen for live chats.Our ...
Hi, Sorry if this is not the right section, I am quite new to Service Now and the Virtual Agent Chat.We have several clients that use the chat function and I want to read the "Parent" value from the Company table and then use the returned result in a...
Hi, I am trying to limit the virtual agent topics that are shown / allowed to the user based on their company. I know it must exist here somewhere but I just cant find the relevant article. Can anyone point me in the right direction please.
Hi Everyone, I am looking to add a few custom tables from different scopes to the global search functionality. Additionally, I am seeking to add the application scopes needed to the global search dropdown. Could you please guide me through the setup ...
Hi Everyone, I'm trying to transfer the Chat to Live agent based on user needs. If the user wants technical support the chat should get transferred to "Technical support" Group agents or if user wants subscription/non-technical support then the chat ...
Hello. I have a requirement for a project that involves adjusting our virtual agent bot so that after two incorrect attempts of user input, a new response should show up asking the user if they want to be routed to a live agent. I have attached a scr...
