Agent workspace - UI buttons issue

diNesh_M · ‎08-30-2019

Hi all,

I would like to know why the UI buttons and their functionalities that are configured in ITIL view are not getting reflected in Agent workspace ?

For each and every button we need to go to UI actions and select workspace form button and write a script in workspace client script to make any button work in Agent workspace.

Also would like to know in any of the future release like Newyork or Orlando ,will this remain the same or the buttons we configure in ITIL view will automatically reflect and work in Agent workspace,because it takes lot of effort and time to configure each and every buttons in agent workspace while they already exist in ITIL view.

Any input on this would be highly helpful.

Thanks

Mrigank Gupta · ‎09-10-2019

On creation of a work item, create a scheduled event (let the time be 2 minutes). This will mark the work item as cancelled if the state doesnot change to accepted within 2 minutes.

Then wrte a BR on state change to cancelled

var originalUser = gs.getSession().impersonate("system");
   gs.getSession().impersonate(originalUser);
   //Closing the interaction on cancellation of work item.
   var intr = new GlideRecord('interaction');
   intr.get(current.document_id);
   intr.setValue('state','closed_abandoned');
   intr.update();

   //Fetching the conversation details
   var conversation = sn_connect.Conversation.get(
           intr.channel_metadata_document,
           intr.channel_metadata_table
   );

   //Send the message to the partner
   conversation.sendMessage({
       body: gs.getMessage("No agent available"),
       system: true
   });
   //Close the support channel
   new SNC.ConnectListeners().supportSessionClosed(intr.channel_metadata_document);

View solution in original post

Brandon Barret1 · ‎08-30-2019

My guess would be that the reason that the functionalities of those buttons are not configured is at least partially because of the way views are set up for Agent Workspace:

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/reference/form-view-hierarchy-workspace.html

Depending on which UI buttons you are talking about, it looks like SA is set up for some combinations of roles and views to render Agent Workspace as read-only. It also may just be a feature of that view, the ui buttons not firing, I’m not sure.

It could also be something related to the AW plugin, or overall configuration:

https://community.servicenow.com/community?id=community_question&sys_id=86b93bcfdbe96340f21f5583ca961928

Interesting question. Keep us posted.

diNesh_M · ‎09-08-2019

Hi Brandon,

I do have one more doubt.

Is it possible to set a message in virtual chatbot when no agent picks the chat in Agent workspace?

Currently it says "routing to live agent " after all the available agent rejects the chat ,and the end user was not aware that he will no longer get connected to live agent .

If we set a message like "All agents are busy currently " after everyone rejects the chat in Agent workspace Inbox ,it would be good enough for the end user to try connecting to live agetn later.

Any input on this would be a great help.

Thanks in advance

Mrigank Gupta · ‎09-09-2019

You have this control from NY release onwards.

Just go to service channel and set the wait time. If no agent picks the request, it will says no agent is available right now.

In case you are not on NY and not planning to go there for some time, check the BR on work item table. From there you can achieve teh similar functionality.

diNesh_M · ‎09-09-2019

Hi Mrigank,

I have found a BR in workitem rejection table ,wanna like to know what code would suite to throw the "no agent available "message to the end user in the portal when all agents rejects or the chat gets timed out in agent workspace.