Hey everyone, I am working on service operations workspace. I noticed that create incident button on interaction form directly creates a new incident, without asking for any detail. Now because of this assignment rules are not triggering because shor...
HeyI followed the solution on this post https://www.servicenow.com/community/developer-forum/transfer-to-live-agent-abruptly-ends-if-max-que... It says to use queue triggers to provide action choice to end user before ending the conversationI have de...
Max Wait Time MessageLooks like the wait time is more than 30 minutes, click here if you would like to log a request instead. (Add the HR General inquiry link) I want to add link in the Max Wait Time Message in the chat queue.
Dear all, We are working on Live Agent and have some questions about it in San-Diego instance: 1. How to set up "live agent" in Virtual Agent? Could you show me some tutorials about it?2. How do a user and an agent get the conversational logs (user ...
I am trying to create a new "Connection" record in "sys_cs_provider" table in my PDI instance following the create-provider-va-cccif documentation but the "New Custom" button isn't available in the List UI as mentioned in the documentation. Its showi...
Hi, Please suggest, how to translate text(Like Quick links, My items and respective fields) in Servicenow agent app based on language /Thanks
Hi All, @Brad Tilton in the above image how to change the icon for the busy option in status field ? ThanksSiva
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...
