About Am_d_e Potier

Am_d_e Potier · 12-19-2022

We use the Virtual Agent using the Bot2Bot integration, leveraging the Virtual Agent API. In this request, we send a number of parameters in the request body. Inside a Virtual Agent Topic, how can we then get access to information of the invoking e...

Am_d_e Potier · 02-21-2023

Hi Sam, we are stuck on this exact point that you raised 5 years back! If your memory is always good, would you mind sharing the details on 'Create another ACL that has full access"What is full access ? Obviously, adding the Create and Write is not ...

Am_d_e Potier · 12-22-2022

Hi Adam, thank you for your input. I understand your point about building a new Context Variable inside the POST, but I do not understand how to check it inside a Topic workflow, in a script. Could you show me one example of how you get this variable...

Am_d_e Potier · 12-13-2022

One more question on this. This comment is referring to the package Virtual Agent Bot Integration APINice, but my understanding is that this packages requires the ITSM Pro license... right ? So... to handle a transfer to an Agent in a modern Snow (wi...

Am_d_e Potier · 12-12-2022

Thank you for this useful link ! It looks like ServiceNow has greatly simplified its integration actually. Have been doing such External Bot to Live Agent transfer for years, and it used to be much more difficult. One question however, in case you kn...

Am_d_e Potier · 12-08-2022

Hi Shabaab, good news is this can work. Bad news is this is tricky. Service Now Virtual Agent requirement nowadays makes integrations with Live Agent to be quite painful. In short you should: 1) Add an API end point in ServiceNow, that will receive t...

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