Hello all, We have recently implemented the SOW and lately I could catch that the AWA Agent Capacity in Use for chat is not calculating accurately the work items per agent. My observation lead to the conclusion that chats incoming in the time between...
When clicking on the dashboard icon on the IT Remediation workspace the landing page should be VR Dashboard
How to add VR Dashboard as the default option in the IT Remediation workspace
Good evening! I am currently trying to a UI Action within the Service Operations workspace - ideally we want the button to appear within the Interaction Form/layout - if a user doesn't exist, we want to give them the ability to click a check boxing ...
Hi, I have opened few records on the SOW yesterday. I remember closing it as the day ends. But when I open my browser today (new session) I am able to see those records already opened on my SOW. Is there a way to stop this or any KB article I can ref...
Does anyone know how I can add the Knowledge base from the normal UI into Service Operations workspace. I have a request that be a big benefit to the users if they could have the KB without having to be in Agent Assist to look at and view the areas ...
Hello Everyone, Can anyone please help me on this requirement i.e., I would like to show below My Lists to Particular Assignment Group Members. Thanks in advance!!
The warning message states, "Unable to identify the source of the Read operation on scope 'Employee Center Core' from scope 'Collaboration Services for Service Operations Workspace'. No Restricted Caller Access privilege records were created. The ope...
I am looking at generating a URL in a notification that will link a user to a filtered list of records in Workspace. For example a list of incidents where the caused by Change= "CHG0040006" In the old UI (UI16) this would be achieved with sysparm suc...
I am trying to figure out why the Users are not being redirected to the SOW. I have used my PDI to setup the following scenario. 1. Created a group called SOW Users and granted the role of ITIL (the only role for this group)2. Added some users to...
Hi Guys, In the Service Operations Workspace, I need to remove the Fix Tasks tab in the Problem Management module.We have our own process for Problem and we do no need the Fix Tasks. I need to replace it with a list of approvers. Thank you in advanc...
HelloI need to reuse the existing "NEW" UI action on the related list on the workspace. So instead of showing only on the classic interface, I also want it to be shown on the SOW.This is my first time doing this. I noticed there's an option in the UI...
The following is in Xanadu. I made a change to the Preferred Contact Source file which is a ux client script include file. After the change, I do the following: 1) Got to Service Operations Workspace2) Open the On Call Calendar3) Click on a user...
Hello, In Service Operation Workspace : in the lists, the search bar with the magnifying glass is no longer available for performing quick multiple searches, thus reducing the number of clicks for operators (as in classic back-office). In classic bac...
The ask from my Manager was to add Email to EM_Alerts from workspace. I added it to the table so the "compose email" shows up. Which if you go directly to the Alert non workspace it works. But when you try to send from the Alert you get the following...
