Can we use AWA to just assign incidents from va to existing assignment groups
Hey I know awa can be used for routing tickets to live agent. But can it be used to just assign tickets to existing assignment groups based on conditions ?
Forum Posts
ServieNow Incident creation not populating fields or fields are grayed out?
Hi All, looking forward to everyone's input on this, Configuration for incident creation or self service incidents via servicenow > create new or self service is not populating configuration item even after entering the correct ci, it shows the ci bu...
can we revert to earlier baseline in CMDB.
We can capture baseline of CMDB data on demand or schedule, can we revert to earlier baseline/snapshot which we have taken?
How to create a Change template out of an existing Normal Change which would copy tasks
Hi AllI would like to know HOW to create a Change template out of an existing Normal Change (Closed) which would copy Change tasks at ease. We would like to promote the usage of templates in our organizations but some users bit hesitant to use templa...
Chat routing is not working - virtual agent
When user tries to connect with agent for some reason for few users interaction is opening for guest user instead of actual user..I have checked the user data and capacity and assignmnet rules everything looks good.Any reason why interaction opening ...
CSAT In Nextgen
We have been moved from Utah environment to Nextgen recently. The problem is I can see CSAT report simply by searching on All navigation bar but in Nextgen I don't find anything, I did tried with Survey but I simply can't find anything. Am I doing an...
USE CASE :_
USE CASE :- Create one field that is list data type and give reference of any type(ex :- sys_user) then when someone remove any value from that field and whenever some one added any value for that field then it will give us popup with added user an...
Virtual agent chat bot reference qualifier issue
Hello Dear All,I'm implementing the virtual chat bot for my client for all catalog item. But I'm facing an issue with reference qualifier, variable set and Macro. When i'm removing the ref qualifier condition, deleting the macro and variable set then...
MS teams select an option text why is it missing and where to configure it.
Hi, I have integrated Virtual agent with MS teams. I'm curious to know where to check this option as shown in image empty dropdown. Whenever, I'm provided with results from teams VA I get an empty drop down option there is no text in the drop down wh...
Need to make the Feature number appear by default in the Feature box in story form in Agile Board
I already included Script Include,Business rule and configured too with Agile Integration to populate the Feature field on the story form but still it s the same.I have a storyForm and I need to get the Feature number by default from the feature list...
Pulling the fields through from another table into a Notification email body
How would I pull a field through from one table into a notification template or email based on another table?I'm trying to pull through the details of a Affected Ci (task_ci table) fields as technology manager ; name and put them in an notification e...
Resolved! Script to remove all members of a specific group.
Hello,I have a group called 'test_impersonator'. After doing upgrades, patches, builds, i put multiple members in this group just to allow them to test as other users. Once all testing is complete, i would like a script that i could run, that would ...
GlideExcel Parser not Working
Hi TeamI am trying to restrict the Catalog Item submission if the Mandatory Columns on the Excel is not filled with data.I am Using the GlideExcel Parser and the Mandatory Columns I am getting from the system property.It is Strange the Excel Parser i...
Report on incident table
Hi teamNeed to be able to report on average incident response time (time from incident creation to the time it was assigned). I created one report for this on incident_metric table keeping defination as 'Assgined to duration' but not sure if it is ca...
Resolved! Restrict user to add Time upto 24 hours only from selected date
Hi How to restrict user to update time only 24 hours from selection Date Thanks In advance!
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