Hi All, I’m encountering a scenario in ServiceNow’s SOW chat feature. Currently, when an agent misses an incoming chat, it is routed to the next available agent, which works fine when there are multiple agents in the queue. However, I have a scenario...
Hello,we have installed live agent support in Microsoft Teams, and we would like to change the following initial message. How is this possible?Smith.
Hello,we try to integrate our dev, test, and prod instances with a single MS Teams tenant "X". So, we try to follow the instructions found on docs https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/task/teams-i...
Hello all,I am currently testing the Teams plugin and can start a Teams chat from ServiceNow and import the messages.When I look at the messages in the backend everything looks fine so far, however when I look at the record in the Employee Service Ce...
I have added an Employee Center tab in Teams (ServiceNow for Microsoft 365). Most users have no problem opening that tab, however some get the following error which seems to be due to the userPrincipalName (jdoe@us.blah.com) not matching the Email/U...
Hello, I have a problem that I can't find information on how to solve.When I try to add external emails to start a Teams chat, I get the following error when I add the email and try to start the chat. When I try to add it again, it adds it but it app...
Hi!I'm working on MS Teams integration using "IT Service Management for Microsoft 365" plugin, which includes "Conversational Integration with Microsoft Teams". After instalation and manifest upload the integration seems to be working fine(portal is ...
Is it possible to start a Microsoft Teams Chat from an Incident Task? Is this something that is configurable natively or is it custom configuration? Is it as simple as adding the UI action to the form?
Hi everyone, I'm working with the integration between Teams and ServiceNow, and I’ve come across a message that appears when initiating a Teams chat from ServiceNow. - “This chat log may be saved to better serve you in the future.” I’m looking to upd...
We have recently implemented the ServiceNow to Microsoft Teams chat integration.We are getting some errors when one agent initiates the chat with the end user, the Incident or sctasks is reassigned to another user and the below error will be work not...
Hi all, I am searching for a way to hide a particular catalog item on any of the portals, but one can still order it through classic ui (also by clicking on the url). ChatGPT explains it to me by clicking on the 'Hide on service portal', but I could...
Hi. Does anyone know if you can create a link to the Employee Portal tab within the ServiceNow for Microsoft Teams app and have provided by the virtual agent? I want to create a topic that will display as part of the options you see with the dynamic ...
We are implementing MS Teams integration with ServiceNow . Our client wanted to send actionable notifications to MS Teams (Approve /Reject) only for RITMs. It seems OOB business rule send these notifications for all which extends task table.The busin...
We have enabled notifications to be sent to Teams and would like to metrics on how many Approval records got approved/rejected from Teams, can we add Approval Source as Teams on Approval record when approved from teams ? Anyone did metrics on Teams i...
Hi all, I am having a trouble with installing and re-installing Servicenow for microsoft 365 app. I wanted to check if I could install one of the three apps so that I don't need to install all of them mainly due to security purposes. I already instal...
