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Help required in Virtual Agent

Hi ServiceNow Community,We have 300+ KB articles that are visible based on a certain user criteria. We need to call these KB articles from VA conversation topics.We are aware of a way where we can show the KBAs by hardcoding them in a flow. Is there ...

Virtual agent shows No agent availability message

When we check in the agent presence history, the agents are available but still getting the 'No agent availability message'. If the agent doesn't accept the chat, might get the 'No agent availability message'. How to check whether the agent get the c...

Priyakaran by Tera Contributor
  • 367 Views
  • 2 replies
  • 0 helpfuls

Translated HTML issue

I have a business rules below to update the translated HTML (tracking_history) field with comments and work notes  So far the update is working in english language but somehow it doesn't update the field when i switch the language to french , i canno...

MattCoscos_0-1739445240135.png MattCoscos_1-1739445353646.png
MattCoscos by Tera Contributor
  • 517 Views
  • 2 replies
  • 1 helpfuls

Report Filtering based on user attribute

Hello ServiceNow Community, I have a requirement where I need to create the reports based on the conditions below. I am not familiar with how to enforce this logic, and hoping you can help resolve. 1. Filter by Tickets Opened By the user's manager. I...

saminsaju by Tera Contributor
  • 672 Views
  • 3 replies
  • 0 helpfuls

Catalog task Assigned to tracking

Hi Everyone, I need to create a report in ServiceNow that shows when Catalog Task(sc_task)was assigned to a group member date and time. I have created the database view for sys_audit and sc_task tables but it will not working as expected.Could you pl...

Resolved! Asset Reconciling with CI

Hello Team, I want to understand how OOB CI gets sync with previously created asset? As per my understanding we get the asset first and it is recorded in the stockroom. After that asset is assigned to an user and once it comes on network it gets disc...

Rajanmehta by Mega Guru
  • 905 Views
  • 2 replies
  • 1 helpfuls