In Virtual Agent chat conversation between an agent and end user, we want the system to auto disconnect the inactive chat sessions that are idle for 10 minutes after providing an inactive reminder after 4 minutes so it will help us to focus on activ...
Hello,Is there a way to change the criteria this graph uses? Right now it's not picking up the data from the Virtual Agent Satisfaction survey. It's picking up the data form Virtual Agent Feedback survey. I'd like to change this.Thanks.
Hello Team,I'm performing the ITSM simulator task: Problem state should be "Pending Change" after creating Normal Change or Emergency change from Problem record.But error is displayed after change is created from problem record. I have configure the ...
In Workspace view. If we can update the assignment group automatically assigned to is empty in workspace. how to configure this validation is workspace. @Ankur Bawiskar Thanks,
Need a help with output responses for Virtual Agent through MS TeamsIn MS Teams - When displaying the bot response(text and hyper link) through 'html' component fonts are in different format(fonts/sizes are different and larger) compared to Portal Vi...
How can I create backlog that show the backlog number changes daily without the backlog that had been resolved change like above time series?
Hello, I need assistance with how to have two different notifications configured for Surveys. I have created a standard survey using survey designer and we have another survey using a custom script that includes emojies as a tigger when they reply to...
Hello, I created a business for restricting the ITIL Role - Incident Table to assignment group and assign to me. Unfortunately, it is too restrictive. The ITIL User doesn't see anything.Please advise,Thanks,
My scenario is Based on agent location and Time zone we need to auto assign the tickets by using Advanced work assignment.Can you please any one help me on this scenario.
I am using list collector for a field which reference to cmdb_ci_service table and setting these services in description of RITM using flow designer.I am able to select multiple services in field but when the request is submitted, description field i...
Hello All, Can please someone help me with the Fix script to close the REQ RITM SCTASK records which are active and updated before one year ago.i have below encoded queryactive=true^sys_updated_on<javascript:gs.beginningOfOneYearAgo() Thanks
hello I have tried to autopopulate the cab approver comments in to the cab recommendation fieldhere's the below code (function executeRule(current, previous /*null when async*/ ) { var gr = new GlideRecord('change_request'); gr.get(current.sysa...
When an incident is created, we need to check the short description for keywords and the assignment group. We should then look up these keywords in the label table. If we find matched labels with the short description keywords, we need to ensure that...
I've created a bar report on the risk table, grouped by category and stacked by residual risk score. Now, I'd like to assign static colors for each risk score. For example, red for high, gray for empty, yellow for low, etc. Can someone help me with t...
Hi, If i look at my inbound emails all of the User ID's are the same person which happens to be the first active user (fulfiller) in our list - any thoughts as to why this maybe happening? It's fine in Prod but not in Test. For example if i send an ...
