Resolved! I need some clarifications and meaning of the below mentioned fields in interaction table. Help?
Requester Average Response TimeAgent Average Response TimeFirst response wait timeWait timeHandling durationDurationHold Duration
Forum Posts
why description field not working in outboud integration in servicenow to servicenow integration
##Learning Integration:I have created below Business rule: Created REST Message method as below: Getting below error: The responseBody is : {"error":{"message":"Exception while reading request","detail":"The payload is not valid JSON."},"status":"fai...
Resolved! Using Follow Up field in task or incident table to send notification
We are using the OOTB "Follow Up" field on our SN instance. I have a requirement that when the Follow Up field is set with a date the agent will be following up on either a task or incident that an email is sent on the "Follow up" date is met. The e...
Performance indicator time series type
Hello Everyone, I have one requirement. in the performance analytics indicators suppose if i select date range option is 3 month it shows the 3 months data only. but as of now it shows the 4 months data. like below image. But my client deffin...
Virtual agent flow is not behaving as expected.
Hello, I followed this link: https://www.servicenow.com/community/virtual-agent-forum/virtual-agent-ai-search-topic-block/m-p/2963087#M8763 My scenario is after following the steps in this link I was able to change the 'I need more help...' to 'Show ...
Resolved! Database View help and help with creating where clauses
I need help to track cpu count changes for serversa/ tables can be sys audit or sys history line - which is preferred?b/ tables can be linux or windows tables, or just overall the computer table?c/ I am in a domain separated instance, so I will need ...
Import_admin role can create any issue(s)? and whats the process your organization follow.
Import_admin role can create any issue(s) and whats the process your organization follow to give this Role to anyone. Any impact and Risk from Cost/license perspective too in assigning this or any precutions assignee need to take first.
On-Call Calendar - Time Zone Alert
Hi all, We are getting this error when opening the on-call calendar: "You are viewing the calendar in [object Object] time zone. Please change the calendar to the time zone specified in your user profile (US/Eastern) in order to be able to provide c...
Resolved! Understanding Service Offering Relationships
Situation:Reviewing and cleaning up a technical service offering that's being phased out.The company has restructure one team into multiple teams, each with separate service offerings.I'm mapping all application services associated with the original ...
Language labels are interchanged while using dynamic translation
I have changed my language preference to French. while connecting with live agent in Virtual agent,i have to select the preferred language but the labels of the preferred language interchanged i.e English is shown as Français and Français is shown as...
Virtual Agent Designer Not Loading - Stuck on ‘Connecting
Issue Description:The Virtual Agent Designer is not working for any existing or newly created flows.The interface only shows “connecting” and does not load the designer.
Resolved! Best Approach for Incident Management: Parent/Child or One Incident with related impacted Services
Should we use the parent/child relationship model for incidents, or should we create a single incident and relate all impacted services? My client suggests consolidating all impacted services under one incident instead of using a parent/child structu...
Client script keeps alerting
I created a Client script that would prevent an user from creating a change request assigned to a certain group, the idea was that on submitting a record with that group it would prevent the creatin and display an alert, however the alert keeps poppi...
Resolved! Calling a Script Include to act as a Reference Qualifier on a List Collector
I am working on a Service Catalog item. One of the requirements is to create a list collector with a reference qualifier filter that only displays users with Type="Internal" or "External" AND that each user is NOT a member of a group called "ExpiredU...
Preview ICON - Agent workspace
AllThe Preview Icon works on "Normal View" on requestsBUT When we move over to Workspace "service operation workspace" the same Request - the preview icon is missing?Dictionary attribute ?Added pics for attending-Jason
