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Chat average wait time calculation

Hi,  This is my first time implementing the chat functionality in SN.  I have a question around the Business Rule SNC - Chat Queue Average Wait Time  Has anyone built the average wait time business rule to set this based on the calls in the past hour...

Davina by Giga Contributor
  • 7998 Views
  • 6 replies
  • 1 helpfuls

Resolved! How to Update URL in Live Agent Chat Card - Agent Workspace

Hello,  We are using Live Agent Chat without VA. I was wondering if anyone knows of a way to modify the URL to point to our Service Portal vs the platform view after an incident is created and you put the incident number into the chat. By default it ...

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ddiroma by Mega Expert
  • 919 Views
  • 2 replies
  • 1 helpfuls

Where are dv_ values stored?

We have an ODBC plugin which without going into too much depth pulls data from our instance of ServiceNow to an access database.We've successfully managed to get it to work however, any custom referenced fields we have are coming across as sys_id's. ...

Andrew_TND by Mega Sage
  • 617 Views
  • 2 replies
  • 1 helpfuls

Collect additional information for catalog item

One of our stakeholders has asked to collect additional information from a third party (eg not the requester or fulfiller) partway through the workflow for a catalog item. The example they gave (although final requirements may vary) was something lik...

Resolved! Catalog Item Owner on Request notification

I have a requirement to include in the email notification for a Request closure, the Catalog Item Owner for the associate RITM. In the email notification i tried the following "If you feel that your Request was closed improperly, you can escalate to ...

Asset import set issue

Hello.   I am having issues with my import sets when using importing assets. Hopefully someone can please give me insight.   My version of SN is Helsinki. The models were already created before import. I imported some laptops using transform map and ...

amber_martin by Kilo Contributor
  • 2745 Views
  • 7 replies
  • 0 helpfuls

How can I use two form views in Agent Workspace?

I have a requirement to allow agents the ability to view records using two different form views in Agent Workspace.  In the standard ui I have two modules that specify which view to use, so that when the record is opened the appropriate form layout a...

edeweese by Tera Contributor
  • 1486 Views
  • 4 replies
  • 0 helpfuls

Service portal reference field pop up fields Read Only

Is possible to make Catalog item variable (reference field) pop up fields as read only? 1. Variable  Name : Incident Type : Reference Reference table : Incident    In Service Portal When user clicks on i icon , I need to make state as read only for I...

Resolved! Unable to delete NODE from VA Designer

Hello after adding User Input to a existing flow and attempting to delete it. I receive the following error: I proceeded to try to publish the flow as is then receive the following error message: com.glide.cs.qlue.module.designtime.compiler.convert...

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India T_ by Mega Guru
  • 1132 Views
  • 1 replies
  • 0 helpfuls