We got a scenario where Incidents are getting created even when mandatory fields are not filled from Integrations as well as instance. Checked all client scripts and UI policies. All are working fine. May I know the reason for this issue. Please let ...
Hi All,I am trying to change the UI macro for the Dependency View of the Incident, Change, Requested Item etc..I can find the UI macro that is related to the same - task_show_ci_map (OOTB)Here is my system setup, I have an application and a service m...
Hello, I am configuring the layout for our Incident form in Service Operation Workspace. I added the available fields for each section. My question is, how can I change the order of the sections. I added a Detail section and would like for it to d...
Hi there, I would like to submit and automatically close a catalog item request from an inbound email. The catalog item is very basic and only has one variable (description - multi-line text variable) and only visible for one team, the idea behind th...
Hi All, I have created a survey that is used on our Virtual agent and the Survey is created using Designer, now the Survey uses an image scale with 5 images for ratings and when preview from designer they show a 1 liner rather than a Carousel that's ...
Hello All, Am trying to Autopopulate Assignment group field on the incident form when a new incident is created from the case record using 'Create Incident' Form Context Menu UI Action from CSM/FSM Configurable Workspace. The Autopopulate should only...
Hi Team, Can you suggest how to configure discounts in order guide.For example if a user is requesting multiple items via order guide, it should give some discounts in pricing, where do we calculate that?Like every catalog item has a pricing amount f...
when one user (X) can see records in a table, but when another user (Y) impersonates X, the records are not visible and a security constraint error occurs, suggests that there may be specific access or permissions set for user X that are not being pr...
How can I generate a report on the history of an item from CMDB, such as a server or application, based on changes in CMDB? Should I use a data analysis tool like Power BI or Tableau that pulls data from a data warehouse if the data warehouse has Ser...
Is there a way to monitor the content of a virtual agent chat as it's happening? If a user is transferred to a live agent, I can watch the chat (i.e. see what is being typed by the agent and the user). Is it possible to do that to see what a user is ...
Hi!! I am given with the task where I have to create approval step according to the variable is selected. It is roughly about 14 variables, for each variable selected then the RITM should be go for respective approval group. And if any group rejects ...
Hi All - We have few HTML fields on knowledge with attribute encode_utf8=false, what happens when we make it true and what exactly does encode_utf8 do? Thanks!
Hi,We are trying to configure the Virtual Agent for catalog items and we are facing some challenges in configuring the same.As per the ServiceNow, the catalog item having unsupported variables and catalog client script, the catalog item will open in ...
Hi,Is it any way to pause the VA until a certain condition fulfill and after to continue the VA flow?I could see that I can pause for a number of seconds but I need to wait until the user submit an assessment and we have the results in the tables.
Hi All, I am currently configuring Virtual agent and working on AI search. Is there a way to improve the AI search accuracy/relevancy of the knowledge articles that are offered after a query has been entered. If I enter garbage into the query i.e "a...