Inviting another agent for help in the chat conversation instead of chat manager.

Hi Team,Inviting another agent for help in the live agent conversation is possible instead of adding the chat manager for help in Agent chat. 

Conversation Autopilot Implement for Incident Creation in ServiceNow

Hi Team,I have agent chat setup correctly and I want use Conversation Autopilot quick action to Create incident anyone can suggest how can i setup this functionality in ServiceNow

GlideRecord search of any kind won't return the record

Hello guys,This is a really weird bug.I have a big script include that has specific internal methods that call itself to perform multiple actions.But then, there is a specific method, where the parameters are a Record where it has information and a r...

User can view/edit/create only incident which he has created how to achieve this?

In servicenow instance User can view/edit/create only incident which he has created how to achieve this?

Virtual Agent not ending conversations

Hi guys, I'm trying to get VA to end conversations right after the user sends any command like "bye, good bye, bye bye" right after starting the conversation. What's happening is that these phrases are going to AI Search, can anyone help?

How to make a field editable for all users with a specific role

Hi All,I have a requirement where the  field in the incident table must be editable for all users having a specific role.Example: RCA(checkbox) field must be editable for all users with a specific role.How to achieve this?  

Blinking Browser Tab when there is incoming chat from agent on Virtual agent end user side

Is it possible to make browser tab blink or flash when there is incoming chat from agent on Virtual agent chat bot?    

Need to skip approval if requested by is part of approvers

Hi Team,  Need to Skip approval on RITM's if Requested by is part of approvers list, approvals are configured on flow, please suggest, thank you. Regards, Ash

How to check de active user and assign approver to any active user

Hello All i have been post three time this question but no one gave me solution my requirement is  in workflow i generate user approver that user is inActive now if my user is inActive then othere active user should approve the approval i am new in w...

HI All

how to Restrict SC task access a particular user    Thanks

Case description gets erased when submitting cases

Hello Community, we have an issue where a customer creates a case from our service portal, all the required fields are completed and when they hit the submit button the case is created but the description somehow does not carry across, I know its an ...

What steps are involved in activating Line-manager approval through a variable in Service Portal?

Identify Variable Triggers: Determine which variables in the Service Portal will act as triggers for Line-manager approval.Configure Approval Rules: Establish rules specifying under what conditions Line-manager approval is required based on the varia...

Can you provide guidance on how to set up Line-manager approval triggered by a variable within Servi

How to populate categories/subcategories on serviceNow PDI ?

I have an excel file containing categories, subcategories, scope, type, service/Application and assignment group. I want to populate this excel file to serviceNow PDI so that when I create new incident I can select categories and their subcategories ...

Virtual Agent - Setting Field on Incident Form via script

Good Morning;Please forgive my ignorance on this topic as I delve into our virtual agent setup.Problem:  I need to set the Business Service (business_service) variable on the incident created by the virtual agent.  I need this to be static. (either p...