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

[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 🙂

[Akansha Gupta]

Hi @Laveena-Agarwal  @MaxMixali  @GlideFather  - Thanks for your response!

So, we have 2 service channels on Interaction table (one OOB 'Chat' and another created by us 'Test') with same conditions and different Max capacity.At Queue configuration level, we have used the required Service Channel.

For incoming chat, it is showing the agent is available and consuming capacity for both channels ( In Agent presence and capacity table). I understand the reason is that the Service Channel conditions are same.

Also, i found below SN support article, which suggest we should have one Service Channel for a table. 

Could you please help in understanding if we have 2 service channels on same table (interaction) with same conditions- does it is going to have any impact?

[Laveena-Agarwal]

Hi @Akansha Gupta 

We should use a single service channel for the same table and conditions as per ServiceNow guidelines. I believe the solution needs to be redesigned — please share your end goal or what you’re trying to achieve.