New Service Channel on Interaction table

[Akansha Gupta]

Hi All,

we are working on a requirement where we need multiple service channel on Interaction table (for different Live Chat configured) due to below cases:

1. Team A is using OOB 'Chat' service channel with Max capacity as 4 for Live Chat1

2. Team B is using OOB 'Chat' service channel with Max capacity as 2 for Live Chat2

The problem is that in work item table, it is showing conflicting data for Max capacity.

Anyone has worked on similar requirement of creating multiple service channel on Interaction table.

Thanks

Akansha Gupta

[Laveena-Agarwal]

Hi @Akansha Gupta 

I have worked on AWA and Interaction. Could you please add one example to explain more on your use case

[MaxMixali]

ServiceNow uses a single "Chat" record in the Service Channel table (cs_service_channel) for all Live Chats. When Team A and Team B have different capacities, this creates a conflict.

you can try to create separate service channels

[GlideFather]

@Akansha Gupta 

However your requirement is not clear, can you add more details? What conflicting capacity do you mean?

Regarding the AI overuse - it's awkward but such a table [cs_service_channel] doesn't exist:

Screenshot before they edit it again:

#AI_slop

[MaxMixali]

It's correct I make an error.  should be awa_agent_capacity.list to use to solve this.  but if you have one I can learn more than you, avoid to make controversy each time.  It seems like you're more of a sheriff than a solution provider 🙂