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'm trying to figure out how automatic searches on fields are configured. When I create a case in CSM/FSM workspace and select the Account field, before I write anything a list of search results are displayed under the field. This search is updated a...
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...
Hi all,We have some custom fields created in native view on Incident table. On SOW Incident list view when I select 1 or multiple incidents and select Edit button I am unable to view those custom fields. Did anyone come across this and how did you re...
Hi team, I am trying to pull "ADD" button to link incidents in SOW, but couldn't find the UI action for this on Workspace. I see "New" button is already added, I need to add "ADD" button. Any help will be highly appreciated. Thanks,Su Taygi
HelloIn the Service Operations Workspace, I’m trying to configure a notification or alert to be triggered when an interaction is assigned to an agent. I attempted to set this up using notification triggers, but it doesn’t seem to be working as expect...
Hi ,When I click on create change Request Declarative Action on Sow for incident Record it copies the short description and Description to the change Request form. In similar way I want to copy the INC number as well to be set as parent of change Req...
Hello, I use playbook to improve some tasks. In one of steps I would like to tag the INC using an existing tag. But I can not achieve what I'm traying to do. My playbook works well except this step: playbook finish with success but the INC is not tag...
Hi, my user is asking to change the minimum character limit for Agent Assist in the Service Operation Workspace be change to accept only two characters to work similarly to Knowledge Article Quick Search from standard UI. Are this doable? If yes, wha...
Hi Team,I want to update the contact information of user in sow record information. I want to display extra details to the existing values. Could you please suggest how to do it.PFA screenshot highlighted in yellow, where I want to display some more ...
HI there, Is there any way to add new custom sections under change overview tab of SOW?I want to add fields which are available under Details tab to Overview tab. Please share any documentation which can be referred to achieve this. Thanks! @Ankur Ba...
