Resolved! Do i need to transfer change close notes to corresponding incident or problem??
Do i need to transfer change close notes to corresponding incident or problem??
Forum Posts
AI Search - Knowledge article relevancy
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...
Alert when agent goes offline when there is no agents available
I do not think this is possible but asking just in case.When an agent goes offline and there is no one else available in the queue, is there a way to send an alert to the agent going offline?
Resolved! On Change Catalog Client script issue on dependency fields
Hi All, I have a catalog item.Added variable select box (persona grouping) and gave few values in it.added one more variable select box (persona) and added few values in it which are dependent on persona grouping.wrote a onChange catalog client scrip...
Resolved! Unable to remove reference field value using data import
Hi, I am trying to empty reference field values using excel import but it is getting ignored. Kindly help. Thanks,Sukhjeet
Resolved! topic block that transitions by language in VA.
I want to specify a topic block that transitions by language in VA.Using the Script action utility, I want to use LiveAgent_language in Context variables to automatically get the user's configured language.Does anyone know how to write a script?
How to remove suggestion from OOTB(out-of-the-box) script editor
Hello, I'm looking to ask a question about the OOTB script editor. When we are scripting, we want to prevent the appearance of matching variables or recommended functions at the bottom as we type characters, as shown in the image below. Is it possibl...
Change Request Calendar Email Notification Template Change
Use Case 2 Short Desc: Change Request Calendar Email Notification Template Change Desc: Calendar Email Notification needs at least Short Description in the Subject, maybe more in the body if we have standard body verbiage. cf CHG0030066
Resolved! List collector to text box with alternate values
I have a requirement on a catalog item to take a list collector that then needs to then copy a specific value of those collected records to a multi text box upon submission. Example: Catalog item has 3 records with a 6 digit number for a Display Val...
Playbook refreshes and the agent looses focus
We use the playbooks in service management but we have an issue where I hope you are able to help. Our playbooks refresh on a eretic interval. Where do we control the refreshrate?we are using them in CSM and service operations
Convert Incident to SCtask
Hi Everyone,I am trying to be able to create a Request/sctask from the Incident form to allow technicians to convert the incidents to the proper ticket when a users submits incorrectly. I followed the steps below but all that is happening is a reques...
Reference qualifier: requested For
Hello, I'm working on an advanced reference qualifier for which script include was required and I'm done with it.I need to ask that what's the correct syntax to call this script include in our advanced reference qualifier.Script Include Name: CheckUs...
Can I update a Story in a Flow Design from a Request/RITM?
I have a flow design that automatically creates an Agile Story once an Enhancement Request is approved. I have another type of Break/Fix Request catalog item that I would like it to update an existing Story instead of creating a new one once it's app...
Resolved! Script include for fetching user record details via glideajax
Am trying to get the user location for onchange of a user field(contract administrator). I have wrote a script a=include and using onchange client script. AM getting the alerts for cleint script but no logs getting hit insidie the script include.Scri...
CSAT Survey customization
Current configuration :Customer receives CSAT survey email once the incident is moves to resolved state Required configuration or possibility As a support executive, while closing the each incident, at the incident form must have filed to generate o...
