Virtual Agent forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Customise Success Dashboard

Hello Developers,I'd like to customize the Success Dashboard by adding a new metric titled ‘Self-Solved using AI’, positioned below the existing ‘Self-Solved using Virtual Agent’ section.At this point, I'm not sure where these metrics are being sourc...

Naveen87_0-1751974068256.png
Naveen87 by Tera Guru
  • 488 Views
  • 8 replies
  • 2 helpfuls

Incident Management Team Leader Role

I am looking to determine if there are Super User roles for Incident Management.  I need to elevate just a few of my team in this role to be able to reroute tickets regardless of state (example - pending end user input today blocks ability to reroute...

ACL to apply to only specific groups

I have a scenerioThere are three assignment groups: Group A, Group B, and Group C.Users in these groups all have the itil role.RITMs (sc_req_item records) will be assigned to one of these three groups.The requirement is that users should only see RIT...

Trideep by Tera Contributor
  • 646 Views
  • 5 replies
  • 0 helpfuls

Incident being created to use decision table

Currently incidents are being created by record producer. The new requirement is to continue using the record producer but implement a decision table that would using the following fields: Impact +  Urgency = Priority Issue details and subissues Base...

Roshni1 by Tera Expert
  • 635 Views
  • 4 replies
  • 0 helpfuls

Remove show me everything button from MS teams

There is an integration between ServiceNow virtual agent and MS teams. In that we have IT , HR and show me everything button. I have disabled show me everything button on ESC portal with making system property glide.cs.disable.show_me_everything as t...

NidhiH by Tera Contributor
  • 344 Views
  • 1 replies
  • 2 helpfuls

Excessive LDAP requests from ServiceNow

Hi all,Our network team seeing abnormal number of requests coming from ServiceNow to our LDAP vIP hosted on Netscaler. ~60K requests per day is really high. Where can I check if user accounts or jobs are causing this issue?

Resolved! business rule

I have created after insert business rule on sys_email table(condition: subject contains dmn). Basically when when end user reply to system mail with attachment that attachment should be copied to the demand record. Currently as per below script we a...

Prati123_0-1752042218053.png
Prati123 by Tera Contributor
  • 514 Views
  • 6 replies
  • 2 helpfuls

MRVS value in RITM

Hi, I have a MRVS in my catalog which displays asset name and serial number of user selected as Requested for field on field.The structure of my catalog is:1. Requested for field (List collector type) {independent of variable set}2. Request for, Mach...