Hi SNC, We are using Virtual Agent on our portal and VA is showing the "Live Chat Wait Status"/ "estimated wait time" when the conversation gets transferred to a live agent. This happens within a custom topic that transfers the user to a live agent b...
Hello,i have a lookup variable which has country data (like: australia, england, china, etc),i want to set these lookup values based on the logged in user country location. example: if requested for country = (India IN), then the variable (what count...
Hello Experts,I want to implement the below scenario.Deactivate standard change templates from the table [std_change_record_producer] if it has been not used in the last 3 months and no standard change request has been created using this template in ...
Hi All, After Vancouver upgrade whenever we add attachment to any record, we see this error info message"This record contains secured information and/or attachments that you are not authorized to view". Can anyone help me how to fix this? Thanks!
Hello Community! I am having a bit of an issue with Global Search, agents need to be able to find old closed out Catalog Tasks and even Problems, however when searching, a filter is auto applied to say active = true (Image 1) and does not show inacti...
I have the following request from one of my fulfillers: Is there a way I can see a list of all incidents that I am following? I've done some digging and think I have part of the answer. I should be able to join live_group_profile and live_group_mem...
Hi Team, Can anyone help me in correcting below script to satisfy the logic - onchange client script - on change of CI fields - supplementary approver and business approver should auto populate based and user can even edit or remove the autopopulate...
Hi All, We have a requirement that when we apply a list view filter, we can see the records with the count as attached below here I wanted to validate the count of the records. Whether the count is 20 or 30 etc.. After the filter.Can someone help me ...
Hello, We have two Chat AWA Queues configured under the same Service Channel.Once queue accepts all inbound Live Chats (routed from Virtual Agent).The other queue accepts live chats based on specific criteria on the end-user profile (VIP flag + Locat...
Hi, we have dependent field on sub category so on Incident table subcategories are displayed based on the dependent Category right?but this thing is not working on reports it is showing all the sub categories available irrespective of what category...
We are going through a rebuild of our ServiceNow for our org. I wanted to see if there is any feedback on the use of Request Management as part of ITSM vs Demand Management as part of SPM/PPM/Agile. How did you define the boundary between the two to ...
Requirement is to remove the parent of a group via flow I'm getting the group name in a reference catalog variable and I already tried few things 1. Returning empty value 2. Setting flow variable as empty and assigning that variable to parent 3. L...
Hi All,We want to create report using "awa_agent_presence_capacity_group_queue" OOb database view. Users with awa_admin, awa_manager role is also not able to see the records present in this database view. Getting generic "Number of rows removed from ...
Hi, We have noticed that on Service requests, that once a Request is complete at all stages, a user is still able to add a work note to the RITM. Within Incident when the ticket is in a Closed state, the option to add a work note is removed. Is this...
Hi! I have a requirement where we need to automatically set a default value in List Collector field based on a Look up Select box field value. For example: Lookup select box field name= u_global_groupLookup from table = sys_choice List Collector fiel...
