Hi Team , The way I imagine the breakdown is by leveraging the location hierarchy that is currently setup.For Instance, a user is linked to a location (location type should be Site), itself linked to a parent location with the type Country, itself li...
I want to create an indicator named "Response SLA%"The purpose of the indicator is to show the average of met Response SLA's.Average of met Response SLA's is measured daily as unit %.How can we create indicators ?
I need solution for below scenario..When no Live Agent is available Virtual Agent User should be able to schedule call or chat back in their preferred time. How to configure and enable these feature in VA?
Hello Everyone,I am facing an issue with a workflow on the sc_req_item table.In my workflow, there is a Wait for Condition activity which waits for the RITM state to become In Progress.• The activity condition is: State=2• I have confirmed in the dic...
How to add My Groups Work tab to display in the homepage of user with ITIL role. The current view that is displayed in the homepage of user with ITIL role is as attached. My work can be viewed through the current homepage of user with ITIL role, was ...
I have received incident related to virtual agent, reported 4 issues as below, need to help to-find cause of it1- chat came in at 14th second (this cane on 27th sec) tye timer should be 60 sec 2- sometimes no notification on the chat 3- sometimes the...
I have a reference variable field on a catalog item form.As the administrator, I can see the table list.Ordinary users cannot.Here's what I have for a ACL for the "read" operation.This isn't working:
Hi All, we have following onsubmit client script which is working fine for attachment validation on esc portal and native ui but its failing to check attachment when the same catalog item is opened in VA function onSubmit() { try { v...
Hi All When we search any item and the matching catalog item is not va compatible, it gives the link and clicking the link takes us to native UI rather than esc portal or sp portal Is there any way we can configure it to redirect to esc portal
How to do Integration with SSP and external users in Servicenow
I need solution for below scenario..When no Live Agent is available Virtual Agent User should be able to schedule call or chat back in their preferred time. How to configure and enable these feature in VA?Note- I know about the "Schedule callback" o...
Hello!I've been looking into reporting within ServiceNow, and I'm not seeing an option that I need. Is it possible to have a simple case report list that has a column for SLA breach (true/false) that I can set for a specific customer/account?Thank yo...
To change the category ,subcategory and assignment group of request how to enable the drop down
Hi - I wanted to group a number of widgets into a single container and format them for better style. I have pa_admin role but I am not seeing an option to create a container widget in the dashboard configuration. Is the container widget available for...
