Hi everyone,I’m looking for some clarification on the Now Assist Center → Monitor → Assistants → Overview dashboard.We noticed that Overall Average Conversation CSAT is showing 10.56 when the date range is July 1 – September 30.What confused us is th...
Hi Community,I'm trying to better understand the intent and business value of the "On-Call Schedule - Gaps and Conflicts" notification in ServiceNow On-Call Scheduling.From my investigation, I found that:The notification is triggered by the scheduled...
Hi Team,I have an On-Call Scheduling requirement in ServiceNow for Company XYZ.We have 3 shifts in US Eastern Time:6 AM–2 PM2 PM–10 PM10 PM–6 AMFor each shift:Person A: Sunday–ThursdayPerson B: Tuesday–SaturdaySo, Tue–Thu both people are on call, whi...
I'm trying to upgrade my tier to the Prime tier, but I can't find any place that allows doing this. Can someone refer me to this?
We created an assessment for our Demands, using some new metrics and categories, some old (like the scripted ROI, Size) all have non-zero weights applied at the metric and category level, but after I generate new assessable records and assign an asse...
Hi all,I'm new to the virtual agent and need help solving a customer issue as soon as possible. I am working on a Now Assist implementation with a specific focus on the virtual agent.One of the topics that the customer wants is a "Request Status" top...
Hi everyone,We are currently working on integrating MS Teams with ServiceNow Virtual Agent using a self-configured bot.Our current state:We have established the connection.The bot is successfully published on the Azure side.The bot is visible on both...
I created a new PA Dashboard and added some a few data visualizations and headers on it. This was done in global. I closed the update set (for deployment reasons) and created a new update set, still within global.But now, when I go to the dashboard...
OverviewThis guide explains how to integrate ServiceNow Virtual Agent with Microsoft Teams, including plugin setup, Azure authorization, and Teams app configuration. 1. PrerequisitesServiceNow RequirementsUser must have admin or external_app_install_...
I am trying to understand the licensing and feature differences between ITSM Pro and ITSM Pro Plus (Now Assist).My questions are:What are the key differences between ITSM Pro and ITSM Pro Plus from a licensing and feature perspective?If a user is lic...
Hi all,I have added one new field in kb_knowledge table for sub category, where I have created hirarchy in kb_category table. It works as expected.I want to add one more filter on knowledge center workspace where I can select sub category and relevan...
Wait for Condition error "Invalid condition provided for table change_request"Record is found but still error shown.The field where condition is used is also correctPlus, important thing to note is this runs w/o error in some cases and returns error ...
Hi all, I've connected the slack marketplace app "ServiceNow for Slack" and connected it to our instance, which we use a custom URL for. If I connect the app to our service-now.com domain, link unfurling works when you paste a service-now.com URL int...
Hi All,I have created a RITM report for a specific catalog item and scheduled to send the report on a particular time,daily. The format of the file is CSV, When the users recieve the file they dont see the display name in the header , instead they c...
Hi, We have date field and it has default calendar which doesn't allow users to select year wise. For ex: If user want to select 1995 then manually click from 2026 to 1995. Can we have calendar where we can select year?
