When Service Desk agents are taking inquiries from callers, there may be a situation where the caller does not yet exist. When using the Service Operations Workspace, the caller field pulls from the User table (sys_user). Our Service Desk agents uti...
When an RITM is logged we have a task for our L1 team that gets created in the workflow for that catalog item to assess the request and move it along. The assess task should be left with L1 and closed by them but alot of the team they are re-assignin...
Hi Community, I'm looking to create some links on a workspace dashboard to other dashboards but i'd like to open these within another workspace tab but cannot find anywhere to do this:so I've created the below as an example: and setting as an extern...
Good evening! I am currently helping to configure the Service Operations Workspace for our organization. To make it easier for the agents, I developed a UI action to create a user from the interaction if they do not exist. My script works fine to cr...
Hi All,could anyone help me out with this issue.List is not loading on service operation workspace after xanadu upgrade,I have checked ACL's as well.
How to add existing dashboard to the workspace
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 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...