Resolved! User Role access
Hello All I have VP who needs access to view incidents cases, escalations, dashboards etc. normally roles are granted when you are part of an assignment group is there role that I could grant? thanks
Forum Posts
Where can I find the class resources?
I took the admin course almost a year ago but didn't write the exam. I am now wanting to go through the course again and actually write the exam this time. I have the ebook but no longer have access to the student instance that has the class resource...
Resolved! How to make the Reference fields dependent on catalog item form?
Hi All,I am working on the catalog item where I have three fields Country, Company and Office Street(type - Reference fields on catalog item form) which I am referencing from the 'core company' table.Table Form: Catalog Form: Here You can see on upp...
When opening a service request from VA in teams, how can I get the contact type to be "virtual agent
Most of our service catalog items are custom and can't be conversational so any request from VA opens a RITM with contact type "self-servce" but I need to be able to track which ones have been opened from VA. I set 'glide.sc.va.render_type.legacy' ...
Resolved! Can I send all the attachments of the RITM with email from the flow designer?
Hello!I have managed to copy the attachment to the send email action but in the case when there is more than one attachment on the RITM the flow only copies the first attachment.Is there a way to copy all the attachments?I tried to use the For each i...
hideRelatedList should I use "REL:[sys_id]" or name as the argument and does order of hiding matter?
So, I found some guidance out there indicating this was the proper syntax for hiding a related list. //Hide Related Lists that we don't need g_form.hideRelatedList("REL:48d5301981cf21101304af564a4f7043"); g_form.hideRelatedList("REL:48d5301981cf21101...
Resolved! Filtering Service Portal List Collector using value from another variable
Hi all,I'm trying to filter the results in a list collector using a value that's selected earlier in the Catalogue Item form.In the first instance the end user selects a user using a sys_user reference field, from which I have been able to create a s...
Resolved! How add owner ship group as approver in knowledge
How to add owner ship group as approver if knowledge base is known error in the below code
Resolved! Interaction Assigned to
Hi, How Virtual agent interaction record is auto-populating "assigned_to" field with "Virtual agent" user?Currently we are using virtual agent for both IT and HR portals. We need to identify/Differentiate interaction records based on portals. How can...
Submit Record Producer Field Values from REST API
Hi All, I have a custom API for Submitting a record producer where I am passing the sys_id of the particular record. For Example, I have a RP for incident, the record is getting created successfully, but the fields "Requested for" and "Caller" are be...
Do not see Multi language support card in Conversational Interfaces
I'm attempting to activate Multi Language support for Virtual Agent following the documentation below. However, I'm not seeing the Multi language support card after activating the plugins specified. In the Prerequisites for using Dynamic Translati...
map multiple variables to one field in the record producer
Hi everybody,I have a question regarding mapping multiple variables to one field in the record producer. Only one variable can be mapped out of the box. Is there any workaround to achieve this with multiple variables? Thanks in advance!
Private Chat/ Public Chat
What is Private Chat/ Public Chat in the agent work space , where can we see the private chat messages from the end user screen
Resolved! Show dropdown for "view number of records" in list view
HI All, We are using next experience on Utah. I would like to show the option to change the number of records visible on the list view. I can see the sys property has multiple options to show different number of records. However, I cannot see where ...
