We've recently launched Virtual Agent and Live Agent for our pilot users, with plans to roll out to the wider business soon. We're transitioning to Service Operations Workspace (SOW) as the central hub for our service desk, but for now, much of their...
Where can I see the filter for Add a Service under Service Operation Workspace?
Hi Team, I can see in my PDI there is an option to search records within SOW as shown belowbut can't find the same in my client's instance. Any idea what configuration I have to enable to see this?
Does anyone know how to add a column in a created list in the SOW view that's a variable within a catalog item? This is possible using the data pill in the old dashboard view but not in the newer view. We're running on Xanadu
Hi All,Actually i have requirement that need to create a Ui action "Next Incident" on the "Unassigned i group list"When I click on the Next Incident button from the "Unassigned in my Group" Incident List in the Service Operations Workspace,The next ...
Hi all,We have upgraded the platform to Xanadu, and along with that, we have decided to update the SOW plugin to the latest version.I have noticed that after the upgrade, the SOW does not display the On-Call Schedules in the left-side menu.Could you ...
Is is possible to create a list data visualization that includes variables from the catalog item? I have a catalog item that creates a task assigned to a specific team. I've created a dashboard in SOW for this team, and one their requests is a list v...
I've come across a conflict between schedules used to represent the working hours of general users and on-call schedules. As an organization, we are using PPM and Service Operations Workspace. For PPM, we have a default/generic schedule used to repr...
Hi all,Our telephony system allows customers to leave a voice mail behind after hours for non-critical incidents. This system creates an incident with an attached .mp3 file.Our agents always have to download this file before they can open it. One of ...
We have an urgent request to update the tab names in the CMDB workspace. Specifically, we need to:Change "Home" to "Overview"Change "My Work" to "Assigned Tasks"Please provide guidance on how to make these changes. I have made the change on the "chr...
Hi All,Actually I have created one List UI action "Allocate Task", in the Catalog task table , so here i need two things1) This Ui action was need to display only on list "Assigned to your team" not on the "Assigned to You " list2)when we click on th...
Hi Everyone, I successfully hidden the "Post" buttton on the Classic form. But I am not able to hide the "Post Additional Comments" button on the SOW form. Code I used for Classic Form:UI Policy -- When Assigned to Is empty & runs on Desktop function...
Hi Experts. I am trying to create a Data resource - Aggregation Query to get the number of attachments related to a given record.However, I cannot select the sys_attachment table in the 'Table' field.Please could you help me how to make this table se...
This is the code I got for making problem show in SOW for level 2 from training. The first code had to be added to the Tire 1 donut config. The second peace of code needed to be added to the Tire 2 donut config. But this only shows problem tasks and ...
Hi, is it any option to turn off every notification for the whole group members?Case scenario:incident is about to trigger a notification for a group XYZ assigned in the assignment group field. We don't want this XYZ group members to receive any noti...
