How to disable user input in Microsoft Teams integration for Virtual Agent?
We currently disabled user input for certain questions in Virtual Agent bot but is there a way to have the user input disabled in the Teams integration?
Forum Posts
Dynamic URL for adding User email in Quick Link
Hello,I had got a requirement to add logged-in user's email to the URL.I had created an external quick link and added URL to that, Placed it in the Quick Link SP widget.Nav> external links (created new record named as password reset and In URL added ...
Resolved! How to add variable on catalog task using run script workflow
I am using the below scriptvar scGr = new GlideRecord('sc_task'); scGr.initialize(); scGr.request_item = current.sys_id; scGr.short_description = 'Task for Email All data collection.'...
Resolved! How to change the link of the virtual agent's card to a different portal page
Hi All, Thanks in advance.I am currently work on the Virtual Agent flows. In my flows I am using Bot Response Cards in order to show the tickets[incident, Case or HR Case] information. If the number on the card is clicked then its Currently getting n...
How to add mrvs variable in catalog task
I have a Multi Row variable set which has some variables in it. The mrvs has a variable instructions. I want to display this instructions variable in every catalog task created in the ritm. Also I am using workflow.How to do thisNote - We cannot make...
Template for custom change type
Hi, I want to create custom templates like standard template concept. Regards,Yoga Lakshmi A
virtual agent and teams integration security
Hi,we are trying to integrate ServiceNow virtual agent with Microsoft. wanted to understand the architecture of integration and how the security component works?what level of security/what layer of security rules works?how the authentication works? i...
Is it possible to adjust the 'Business Elapsed Time' to calcualte as 14 hours = 1 Business Day?
Hello ! Our business hours are 5a-7p M-F excluding holidays. So business days are 14 hours long based on the schedule applied to the SLA. When you pull the business elapsed time into the report its calculating 24 business hours as 1 business day in...
Work Notes & Activity Filter Won't Work on a Specific Catalog Item RITM View
I am experiencing an issue where on the RITM view, the work notes field is not available even though it is configured correctly in the form layout. Additionally, the activity filter will not open up. However, it works correctly for other catalog item...
Resolved! Unable to provide write access of state field by creating new ACL
Hi,I have created new ACL for 'sc_task' table 'state' field with the new role - 'internal'I have provided 'internal' role to 'X' user, but this 'X' user is unable to edit the 'state' field.I have checked there is no ACL's for 'state' field. but user ...
Disable the popup modal SOW Promote to Major Incident
Hello community,I would like to disable the popup modal that appears, when clicking on the declarative action Promote to Major Incident in the Service Operations Workspace. How could I achieve this?Thx you for your help.
Chat Interactions are still in progress even after agent closed the chat
We are facing an issue where the agent closes the interaction, the state of the interaction changes to closed complete but still the interaction remains open as the end user is able to send the messages on that chat.what can be done?
Resolved! Checklist Configuration
Where to find the saved checklist item? Under which table the checklist templates gets saved? Can this be reused liked the assessment and survey?
Custom notification when ticket reaches particular Assignment group
Hello guys, does ayone have a clue how to set a custom notification when a particular group is assigned to ticket? Lets say we have a group 'TeamA'. So I would like to get an email notification when 'TeamA' is assigned as group for solving a ticket. ...
