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New Service Channel on Interaction table

Akansha Gupta
Mega Sage

2 hours ago

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

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2 REPLIES 2

Laveena-Agarwal
Kilo Sage

an hour ago

Hi @Akansha Gupta 

 

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

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MaxMixali
Kilo Sage

10m ago

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

 

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