Hi. From Topic 1, I'm using SwitchTopicbyName to go to Topic @2. Works great. vaSystem.switchTopicByName('Login Help - Servicing Site'); When it gets to Topic 2 user has to choose one of 3 choices. I want to automatically select what they n...
Hi Team, There is a requirement in our project that only Group Managers having ITIL role should be able to add/remove users to the group apart from user_admin role. For this I have created 3 Create ACls and 1 delete ACLs and 1 BR and this works fine....
Hi,We are not using transfer HR case functionality. Agents change the HR service from general enquiry to other services.How can we create a report to track the time between general enquiry to any other HR serviceTIA
HI Community, I have a requirement, there is a table called "cases" in that there is field called external provider (similar to watchlist) when the user is added to that external provider field then the record needs to be visible to the added user (i...
We are getting issues when getting data from ServiceNow because of the "zero-width whitespace" characters. How do I parse data found in tables to remove this?
Find all approval records for RITMs that are in a pending/requested state.Reject those approvals.Update the corresponding RITM to reflect the rejection by:Setting its state to "Closed Incomplete"Marking it as inactiveAdding a work note if one doesn't...
We have integrated MS teams with ServiceNow, It is working as expected the users are notified if any incident or tasks assigned to them or any approvals are triggered to them in MS teams "ServiceNow for Microsoft365 app". Our query is can we design a...
hey everyone, I am very new to service now.I am trying to create a time series bar chart that displays the months of the year.Then it shows me the P1, P2 and P3 incidents that occurred per month. This I can do. But then I want to also show the prev...
Hi all,I'm working with Requested Items (RITMs) in ServiceNow and have a question about showing relationships.Scenario:I have two RITMs, let’s say RITM0011940 (parent) and RITM0011868 (child).On the parent RITM (RITM0011940), there's a related list s...
Please guide me on how to create a topic block linking all kb articles in virtual agent to check the deflection patterns i.e. KB Helped", "INC needed", "Self-resolved".
Hi all!The glide.export.csv.charset was updated to UTF-8.It is expected that the charset of the exported CSV files is UTF-8 (as set in the sys_properties).However, there are other users who experienced having files with windows-1252 instead of UTF-8 ...
Hi everyone,I'm working with the Virtual Agent chat interface embedded in the Employee Center portal.In my specific case, due to hardware constraints (a hardened device), I’m unable to open the file picker dialog (triggered by clicking the paperclip ...
HI , I am getting not getting LLM response after i installed now assist for Virtual agent, it suppose to share the LLM response, but still the same NLU response is getting populated. checked the configuration buts still no clue what is happening? ...
Hi All, I can see the journal entries for the incident, but they are not displayed in the incident notes section. The same work notes are displayed on the incident task. This is happening only in random cases, not all incidents . There are only 10 e...
In ServiceNow, prioritizing chat queues for agents in Virtual Agent or Advanced Work Assignment (AWA) can be achieved ?Could Someone please help me how to set it up to ensure an agent prioritizes Chat Queue A over Chat Queue B?