Hello All, Need some Insight on how Caller Contact Details are populating in Record Information Currently when we click on Contact button it is showing Local Time , Email , I want to Populate few more fields where can I include them , I saw in UI Bui...
Good day everyone!I would like to ask how to resolve this problem if the Recommendations side panel in SOW indicates that there is "No active recommendations" even if I have already activated recommendation and it is in the OOB Incident context and A...
Hello everyone, I am facing an issue in Workspace. Under Record Information, the SLAs are not displaying, even though I have already configured the SLA timer. However, when I click on View SLA, I am able to see the details. Has anyone else faced this...
Hi everyone, Can I get advice and suggestions on a requirement we received I'm not sure how to move forward with. We need the following to take place using flow designer:-submitter will submit a request-The request is then reviewed.-If determined a b...
Hello ServiceNow gurus, could you please help me ?I've created a client script to auto populate the assignment_group based of the Assigned_to. In other words, you just have to type the fulfiller's name and his service group will get populated in the ...
Hello all, I am seeing an issue where Knowledge Gap records in the kb_feedback_task table are being closed out when the related INC record is Closed. How is that happening?
I have a declarative action called on Hold and i have created a cutom view in incident table called hold and i have added some releavnt fields on that hold view now i want whenever i click on my on hold declarative action my modal should open the inc...
Good afternoon! Our ITIL users primarily work in the SOW - we recently noticed that one of the Actions ("Contact" within the Record Information) in the Incident portion of the workspace is not loading for ITIL users. It is totally fine in Admin. Th...
Hi,Is it possible to modify the Resolve button so that when it is clicked, the state will change to resolved? Thanks in advance for the help!
Hi,Is it possible to modify the modal that shows up when clicking on the Resolve UI action in SOW? When the caller resolves their incident the Resolution code should automatically be set to Resolved by caller. Thanks in advance for the help!
I have integrated Service Operations Workspace Agent Chat with Microsoft Teams, and the connection is working fine. I have also installed the Dynamic Translation plugin along with its dependencies.However, real-time translation is not working — for e...
I have a requirement related to Agent Assist within Service Operations Workspace (SOW). Specifically, we need Knowledge Articles to be suggested not only based on the agent’s preferred language, but also based on the caller’s preferred language.This ...
In Service Operations Workspace (SOW), while searching for an Associate Record, 'Number' column defaults to 'contains'. I would like to change that to 'is' as that seems to have made the search experience/performance better. I have looked ...
Hi All, I have been tasked with creating an alert (or not) on load and on change. Under the Restaurant Field:I would like an alert that references another field in the Location information. I have the following: function onChange(control, oldValue, n...
Hello,I am working on some Email Client Templates for Service Operations Workspace, and I got them figured out, now I am trying to create a condition so that the templates are visible for selection in the compose section only if the user who is on th...
