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Unable to remove role(s) from ACL

I'm trying to remove the following roles from the kb_category.create ACL but I'm not able to. sn_customerservice.requestersn_esm_userI've elevated my permission to security_admin and still unable to delete. I noticed that the 2 roles are in the Custo...

Mike49 by Tera Contributor
  • 707 Views
  • 13 replies
  • 0 helpfuls

Display SLA attainment as a percentage in a line graph

Hi all,We recently moved from Salesforce to ServiceNow CSM (Yokohama) and I'm rebuilding our KPI dashboard. An important KPI for us is SLA attainment in % over time (I attached a screen view of what that looked like in Salesforce).However, in Service...

jjong by Tera Contributor
  • 228 Views
  • 1 replies
  • 0 helpfuls

Okta integration with ServiceNow

We have to integrate Okta with ServiceNow. What feature we can use to auto populate users and Groups from Okta to ServiceNow. Or does user gets auto populate in ServiceNow without any human intervention?

vidyajadhav by Tera Contributor
  • 302 Views
  • 2 replies
  • 0 helpfuls

Notifcations & Styles

Hello AllI'm trying to send notifications after a creation of a problem. I want to change style of State and Priority according to values but i don't have clue for realizing it.I need help.Thanks.

SallaMbaye by Tera Contributor
  • 1061 Views
  • 5 replies
  • 3 helpfuls

RITM should get close once all catalog tasks are closed

Hi Community, I want the RITM should get close only once all the catalog tasks are closed. I have written the business rule for this after update with the condition as state is closed complete.  But it's not working as per requirement. Can anyone ple...

tulasi8 by Tera Contributor
  • 953 Views
  • 15 replies
  • 0 helpfuls

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...

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Naveen87 by Tera Guru
  • 603 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
  • 747 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
  • 710 Views
  • 4 replies
  • 0 helpfuls