Currently the same bell ringtone is used for new incoming chats and response messages during live chats. For a chat agent, it would be helpful for them to have a different sound for new incoming chats as it will help them to differentiate which chat ...
Hello All, While Agent accepts the conversation or after the conversation completed between Agent and user from Chat Bot, Records are not getting created in 'Chat Queue Entry' Table, can any one suggest me why the records are not getting created. Tha...
I manage a dashboard that has multiple reports and recently noticed 2 reports are not generating results. I believe the report owner might be pulling data from the wrong table but am not sure. The goal is to see all Active and closed (Last Month) Cha...
Hello Experts,I have enabled Issue auto resolution on my instance and setup Task SLA as 15 minutes to unassigned the incident if virtual agent doesn't solve the problem. However, if user accept the notification the define SLA which is 15 minutes does...
Hi folks, We have a problem with one of out catalog items. We load it correctly but when we add a line on a multirow variable set the area of Order this item (With Quantity, Submit button and Add to cart) disapear. We check that no one client script,...
Hi I have create a scoped application and i have created a custom portal for users to access the portal and raise a request using record producers.for now i have completed :new users are accessing the portal by registering into portal, for that i hav...
Hi all, Is it possible to set the initial communications to trigger automatically without needing to manually send them from the MIM workbench? Currently, the button is set to 'Compose' and I want the Initial communication to go out as soon as the Ma...
While learning ServiceNow, we often come across rules, configurations, or out-of-the-box behaviors that seem fixed or non-customizable. But the reality is: almost everything in ServiceNow is possible—either through configuration or scripting.Emergenc...
I have taken 'Time Worked' field which is of Task table field on the SIR table but when we close or cancelled the SIR ticket we see Time Worked field shown in image. I want to show it as original as before
Apply Template email option not showing on Higher instance. Able to test Client email Template on Dev and Test but on UAT and Prod its not visible to Select email template although email templates which i created are there in table.
The requirement is to change the state of the problem record from 'closed" to "assess".On writing the fix script, i see that the state is still in "closed" state .How to fix the issue as my below code didn't work? var gr=new GlideRecord("problem");gr...
I am implementing a solution where it requires automatically launch an external link in new browser tab when certain step executes - without requiring the user to click a link. How it can be achieved in virtual Agent? Any pointers , code sample or be...
Hi, My client is currently on the Washington release and is planning to upgrade to Yokohama soon. They are currently using the legacy connect chat and is planning to migrate to agent chat. For now they would like to keep using connect chat for a few...
I have a requirement create new field(mobile phone E164) and remove mobile phone field but if I delete this existing field it can delete all mob no. So, I want to take back up of 1600000 record in servicenow and again import it in sys_user table....
Hi Team, Please provide solution for below, When user click to search caller and he can’t find it, he will create new user. When creating a new user company field has default value. So, my requirement is when user try to create a new user after click...
