SOW - Service Operation Workspace - Chat Customization

[Kiruthika J]

Hi All,

My instance is in Zurich release,

When a help desk agent is working on Interaction A, and the end user replies on Interaction B (chat),
the agent should get a visual alert so they notice it immediately —
either:

a popup / toast notification, or

a green highlight / indicator on the Interaction tab or inbox bar.

Can someone guide me ?

[Kiruthika J]

@Ankur Bawiskar 

Can you please suggest where I have debug if this is not happening OOTB?

Thanks!

[Ankur Bawiskar]

@Kiruthika J 

was this working fine earlier?

If this started coming after upgrade then raise a case with ServiceNow

[Kiruthika J]

no before also same.

[Kiruthika J]

is it related to chrome_tab?

{

"contextual": [

"record",

"kb_view"

],

"newTabMenu": [

{

"label": {

"translatable": true,

"message": "New Incident"

},

"routeInfo": {

"route": "record",

"fields": {

"table": "incident",

"sysId": "-1"

},

"multiInstField": "sysId"

},

"condition": {

"tableDescription": {

"table": "incident",

"canCreate": true

}

}

},

{

"label": {

"translatable": true,

"message": "New Change Request"

},

"routeInfo": {

"route": "create-change-request-page",

"fields": {},

"multiInstField": ""

},

"condition": {

"tableDescription": {

"table": "change_request",

"canCreate": true

}

}

}

],

"maxMainTabLimit": 10,

"maxTotalSubTabLimit": 30

}

[Dr Atul G- LNG]

Hi @Kiruthika J 

Try repairing the SOW plugin once and test.