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03-18-2021 04:13 AM
Hi Team,
The contact support option is not visible in Virtual Agent, even they are set as visible in visible in Branding and Chat Menu. Please find the attached for refence.
Can you please help me on this.
Thanks in Advance!!
Solved! Go to Solution.
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03-28-2021 10:07 PM
Hi there,
Had the same issue on my PDI. Added a new Menu Item, refreshed Virtual Agent, somehow all Menu Items where displayed again. Just removed the new one, and now it looks to be working fine.
Feels a bit strange. Haven't found out the why, though it works again this way.
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP
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Kind regards,
Mark Roethof
Independent ServiceNow Consultant
10x ServiceNow MVP
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~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field
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06-12-2021 06:59 AM
Same issue here, tried everything after Quebec Patch 3 upgrade and can only see the single support menu item even though others are set as visible = true
Regards
Paul
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06-12-2021 07:09 AM
Call logged with HI I'll let you know the response
Regards
Paul
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06-12-2021 07:16 AM
here is the fix for this it's a known issue:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0960015
Cause
The issue is happening due to post migration of branding setup from "sys_cs_branding_setup" to "va_branding_contact_menu", a new property was introduced "com.glide.cs.use_new_menu_settings".
This property need to have its value set to "true" for new Menu to be applied.
Resolution
Kindly create the property "com.glide.cs.use_new_menu_settings" in sys_properties table, and set value 'true'. Post that Branding menu items will be reflected to the chat bot for Virtual agent widget
Regards
Paul
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06-12-2021 07:23 AM
Additionally to above, had to clear browser history, and close restart browser before this worked, simply refreshing browser did not take effect.
