Hi All,I am configuring our Walk-up Experience audio notification, however upon testing we noticed that the audio notification is being played twice when the user entered the queue and when they are in "Now serving" or when the interaction has been a...
The Problem We Were SolvingOur field operations team manages hundreds of agent site visits every week. Each visit is logged as a scheduled engagement in our custom Field Engagement application on ServiceNow. When an agent becomes unavailable, or a cl...
I am facing an issue. I referred to the document for the new feature and followed all the steps mentioned in it. However, I am not able to see the "Available" option.If there are any additional steps required to make this option visible or selectable...
Good afternoon, We are currently carrying out regression testing for the Australia release in a sub-production instance, and the default lists are not appearing for non-admin users. The message shown is: “One or more property values are invalid.” I h...
Hi All, Do you guys know how to activete the KPI's so the data can be collected and displayed on the IT Agent Dashboard? The IT Agent dashboard doesn't show anything right now.
RequirementIn a custom CSM workspace I want a tree view in the side panel of each record page showing the full hierarchy: Tables / relations:Interaction: u_interactionTableCase: u_caseTable→ u_interaction references InteractionRequest: sc_request ...
I want to add 2 reports to the 'Overview' (default) dashboard of Service Operation Workspace, now the dashboard is shared with the itil role, so who all have access to the dashboard are able to view my new reports as well, I have set the sharing opti...
Hi Team,I have a requirement regarding the SOW module. When a record is opened in SOW, it should automatically redirect to the “Details” tab instead of the “Overview” tab. All other functionality should remain unchanged.Could you please assist with i...
Is there a way to rename the Work notes / Comments / Email labels in the activity_stream_compose component from UI Builder? (from System UI > Messages, it is possible to change the “Email” label, but this approach is too aggressive since it changes t...
By modifying the glide.ui.html.editor.toolbar property, we can reorder the toolbar header options of HTML fields. How can we do the same (reorder toolbar buttons) for the Email client in the Compose section?It looks like the relevant setting would be...
I have a PDI to test and confirm some proof-of-concepts for a client.PDI is Zurich to be close to the Client's current version. I am attempting to create a homepage variant in the SOW experience, which loads a dashboard with some visualisations. I c...
We have a UI action & we're expecting that once we click on that UI action , it has to send an email automatically based on the event in Service Operation Workspace view.Attached is the Workspace client script in the UI action & the related script in...
In Service Operation Workspace view, we need to add a one of the existing UI action & its functionality under the "Assigned to" section, which will show up when you click on the Right side panel list- Record Information as shown in below screenshot. ...
Hi,The requirement is to move all fields and stages to a single tab. How to move the 'Overview' sections and stages into the 'Details' tab, and then hide the 'Overview' tab in Service operation workspace. Thanks,
Hi ,We are currently investigating a behaviour within Service Operations Workspace (SOW) and would appreciate your guidance on whether this is expected product behaviour, a known issue, or related to recent Zurich patch enhancements.Issue SummaryWith...
