Hi all, I would like know how a most capacity assignment rule will work in AWA. I want once the interaction is in one agent's queue, and the other agent is available and not in any chat or call the interaction to directly fall in his queue rather tha...
We have ITSM Standard, with that we only have VA lite. I would like to update this opening message to something else since we cannot use the majority of VA. Does anyone know where I can update/edit this message? "Welcome to Now Virtual Agent. I'm he...
Hello everyone, I'm not sure if there's some cache involving in Virtual Agent and some conversations/topics, but I'm noticing some weird behavior.I duplicated the ootb topic "Track Universal Request Status (template)" and made it topic block, called ...
Is there an easy way to report on what the users are tying into the "Please type your request" section of the Virtual Agent screen shown below? I want to be able to report on this to see what other conversations would be beneficial to build. I can...
Hello everyone, We have Virtual Agent and now we are implementing Universal Request with the intention to reduce the number of incidents created by mistake, for example, someone requesting something new that is not included in a Service Catalog, sho...
As a part of ServiceNow for Teams Integration I need to install Azure Active Directory User Mapping as per the Product documentation. But unable to find "Azure Active Directory User Mapping" plugin. Please suggest.
I've updated the Support Options in Virtual Agent (the 3 buttons in the top right corner) with the label we want to use and also with the phone number to the Service Desk. The problem is that it isn't updating in VA. I still see the original OOB st...
Hello, I would like the virtual agent to display all the assets tagged to a user when the user enters their name in the virtual agent client. Is there a pre-defined way to do something similar to this? If not, what would be the conventional or indus...
Dear Community, We want to change the popup VA tender to the conversation to display it as a conversation in the virtual agent interface. Could you please give us a hint on how to make this change? Many thanks! BRArmine
how to deactivate string type system property ?
Hi experts,How can we remove VA chat history after the user logs out. Whenever user logs back in they should not see previous conversation. Currently, I have tried below code but this is clearing chat whenever page is refreshed, or when user clicks o...
Which trainings I need to complete in now learning to get voucher for virtual agent Micro Certification?
Hello All, I cant able to provide awa_agent role to the users, due to this users cant able to access the Status in Agent workspace. Can any one suggest me how to proceed further on the same. I have tried to add 'sn_templated_snippet.template_snipper_...
Hello All,I want to Trigger an Event from Virtual Agent using 'gs.eventqueue('Event Name','Glide Record')'. But I cant able to Trigger the Event using above method. Can anyone help me how to trigger Event from Virtual Agent. Thanks & Regards,S.Swaroo...
Hi, am trying to get user details in scoped application and using the following syntax:var empid= gs.getUser().getRecord().getValue('employee_number'); It's perfectly working in global but not in scoped. Any help will highly appreciated
