When I start a Virtual Agent conversation and select a topic, the system creates an Interaction. Immediately, old and unrelated Incidents are being linked into the Interaction Related Record table. These Incidents are not relevant to the current conv...
Hi everyone,i was able to figure out how to build a custom Service Portal widget that allows end users to accept or reject the resolution for a HR caseWhen an HR Case is moved to the Awaiting Acceptance state, the widget appears to the user.They can ...
Whenever a incident table's work notes are updated, I need the incident table's work notes to be updated. Whenever a problem table's work notes are updated, I need the incident table's work notes to be updated. How can we achieve this scenario?
I am trying to make a change in the details of an incident on the caller field in the Service operations workspace.I need it to change caller field text to change color when the person has multiple incidents or have the button where it shows related ...
Hi, I am working in MIM Workbench, here I have a requirement - "when a major incident communication is sent form ServiceNow- I want to record that sent notification details into incident worknotes."- By default the sent notification details captured ...
HI Folks, I recently trained Servicenow ITSM, hence would like to complete CSA and CAD certifications. kindly let me know in what are the ways to complete these certifications.I prefer to get free vouchers, but don't know how to get. can anyone shar...
I want to change the placeholder of the Work Notes for incident for new and existing record both its taking the label and changing the placeholder i dont know from where its changing it or how to change it if there is any way
Hi, I have below 2 requirements and would like to understand the easiest way to implement these:1. How shall I disable 'Create Incident' button on Knowledge table for a particular Knowledge base only. like out of 6, only members from 1 particular ...
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...
