If a user sets multiple delegates for approvals over the same time range, all of them should receive the approval notification in Virtual Agent via MS Teams. They don't, because of a bug in getDelegatesForUser() in the MSTeamsNotificationBuilderUtilS...
How can we add a “New” button to the Service reference popup/list, as shown in the screenshot, so that users can create a new Service record directly from the popup in UI Builder page
Hi All, I am about to migrate my Helpdesk phone system to Webex Contact Center. I have been working on trying to setup this brand new integration but having challenges and wondering if anyone has successfully set this up that I could work with. Ther...
Hi Team, I am working on Major Incident Management Set up. As per the process, when the MI is promoted, ticket will be auto assigned to Major Incident Support team and they will manage the entire incident life cycle.Ask is to only notify (SMS, email ...
Hi everyone,I’m looking for some clarification on the Now Assist Center → Monitor → Assistants → Overview dashboard.We noticed that Overall Average Conversation CSAT is showing 10.56 when the date range is July 1 – September 30.What confused us is th...
Hi Community,I'm trying to better understand the intent and business value of the "On-Call Schedule - Gaps and Conflicts" notification in ServiceNow On-Call Scheduling.From my investigation, I found that:The notification is triggered by the scheduled...
I'm trying to upgrade my tier to the Prime tier, but I can't find any place that allows doing this. Can someone refer me to this?
We created an assessment for our Demands, using some new metrics and categories, some old (like the scripted ROI, Size) all have non-zero weights applied at the metric and category level, but after I generate new assessable records and assign an asse...
Hi all,I'm new to the virtual agent and need help solving a customer issue as soon as possible. I am working on a Now Assist implementation with a specific focus on the virtual agent.One of the topics that the customer wants is a "Request Status" top...
Hi everyone,We are currently working on integrating MS Teams with ServiceNow Virtual Agent using a self-configured bot.Our current state:We have established the connection.The bot is successfully published on the Azure side.The bot is visible on both...
I created a new PA Dashboard and added some a few data visualizations and headers on it. This was done in global. I closed the update set (for deployment reasons) and created a new update set, still within global.But now, when I go to the dashboard...
OverviewThis guide explains how to integrate ServiceNow Virtual Agent with Microsoft Teams, including plugin setup, Azure authorization, and Teams app configuration. 1. PrerequisitesServiceNow RequirementsUser must have admin or external_app_install_...
I am trying to understand the licensing and feature differences between ITSM Pro and ITSM Pro Plus (Now Assist).My questions are:What are the key differences between ITSM Pro and ITSM Pro Plus from a licensing and feature perspective?If a user is lic...
Hi all,I have added one new field in kb_knowledge table for sub category, where I have created hirarchy in kb_category table. It works as expected.I want to add one more filter on knowledge center workspace where I can select sub category and relevan...
Wait for Condition error "Invalid condition provided for table change_request"Record is found but still error shown.The field where condition is used is also correctPlus, important thing to note is this runs w/o error in some cases and returns error ...
