Chat Alert- need to change sound when someone enters helpdesk Chat queue

[rless]

We have a counter on application navigator to indicate when someone has entered the helpdesk chat queue.   The problem is, if helpdesk staff scroll past the counter on the application navigator they miss waiting chat queues.   We need to change the alert sound when a user enters the queue.

[Dan Tolgyesi1 · Accepted solution]

Hi,

Firstly you need to upload your chosen mp3 notification sound: -

System Definition > > Upload File

Once uploadd you need to: -

go to Social IT > > Properties: -

The following audio sounds can be changed

you need to put "SCS/YOURSOUND.mp3", this should then change your chat sounds - you may need to log out /in and possibly clear the cache for the changes to take effect.

Cheers,

Dan

[James Fricker]

The only problem I see is that, according to the wiki "System Definition > > Upload File" is not compatible with multi-node instances. I think what happens is that the file upload only uploads to the node you are connected to. If a user is connected to the node with the file it works for them. If they are connected to a different node then they get a 404 error.

[James Fricker]

Looks like I am correct in my theory....

https://hi.service-now.com/kb_view.do?sysparm_article=KB0521121

Confirmed "System Definition > > Upload File" is not compatible with multi-node instances.

Unfortunately...

"This is a proof-of-concept only, it is not meant to be a deliverable finished product."

So back to square one. What is a supported working mechanism to store these sound files?

[rless]

Hi-

First thank you for the response.   I may be missing something here.   I uploaded my file, went to social IT properties, made the change, logged out, tested, no change.   Cleared cache, no change.   Note, this is needed when the user enters the queue. Should the change be made here: media/button_toggle_on.mp3x?   I did try this and it still did not work.   Any feedback appreciated....

　

　

　　　

　

Actually, uploaded new file and chat sound works!