I'm having two queues "queue-1", "queue-2" and "topic-1", "topic-2"on the virtual agent window. When the queue 2 is out of business hours and if the user select the queue-1 topic in the chat window, it is creating work item to the respected queue con...
Hi All, I have install Glide Virtual agent & ITSM VIRTUAL AGENT CONVERGATION in our instance.Now we can't see 'Conversational Interfaces Guided Setup' in our instance can you help please. ''
We have created a new change risk assessment and using the newly created risk assessment in change. But its not returning correct values. Instead of low its returning very high .
Hi community, Is it possible to apply more than two breakdown for a indicator? currently im in the Washington DC version
I want to set default value in interactive filter Refer below screenshot i have tried as selected some values in the default value field but it is not applying Refer below screenshot Is there any other way please help me on this.Thanks in advance.
I am looking for best practice/previous experience with migrating Incidents from using the legacy Business Service table to using CSDM tables. In particular, I am interested in how to deal with open Incidents at the time of cutover. Brief description...
After the washington DC upgrade, getting this error showing on a few of the reports in the dashboard. This issue came after Platform analytics was enabled.This is a report whose data source is problem table and I have access to problem table but I c...
Hi Team, How to stop the ritm closure once the catalog task set to closed complete. Can u pls help me on this issue. I have tried business rule login on both catalog task and RITM but still the system is changing the RITM state to closed complete.@An...
Hi, I am not a coder, so i am unsure how to add a comment to a RITM as the sys user in subflow.Example:I would like to know how to change that additional comment to be added as the sys user using: current.work_notes.setJournalEntry(""messages"", 'Sys...
We are transitioning our CMDB from a homegrown tool to ServiceNow. Data Center group has purchased dcTrack, so will be storing extensive details there.Existing system has the following data.Current plan is to use the following cmdb_ci tables to repre...
pls tell the error in the coding as on running the script the email filed is undefined@client scripts if (g_form.isNewRecord()) { g_form.setValue('u_caller', g_user.userID); var caller = g_form.getReference('u_caller', getCallerDetails...
I also want to track for how long a given agent is available. When I checked in docs I can see option to check Time attendance and Worked summary for agents but not able to get tables which holds this information.Can we check where it is recorded whe...
I am attempting to update the state field on a change to start the approval process. We are adding a new state, peer review, which will now be the first step in the approval process. I updated the approval button UI action to switch the state to peer...
Can anyone explain how to trigger notification, when problem task elapsed 50% duration (Due Date – Assignment Date)/2? Can we do it with Scheduled job?
i want that data stored in one variable of on change client script of certian field can be accessed in on change client script of other.
