Hi Experts, After Washington upgrade, VA chat header automatically changes from "Chat support" to "Live agent" when live agent is connected, how to stop it? Please help! Thanks,Anu
I have requirement to set the category of the incident based on the short description provided by the user.Eg: If user enters "My laptop is not getting charged" and sys_choice table has laptop then need to set the Laptop as the category of the incide...
Hello, I was looking answers for below questions For all the topics interactions created?Chat transcript table name?Table to get consolidated conversation topics and user?What all details gets captured in interaction table?Where the chat transcripts...
if we create multiple domains does, we say we will create multiple portals and VA for each domain as well?
Hi All, We are customizing the virtual agent topic for displaying the count of incident. So we have to get incidents which are updated additional comments within last 3days only. For this I tried one code but it fetching all the active incidents of c...
Hi All, i wanted disable the what's your issue or request?Or take a look at what i can help today greeting message in virtual agent. but I wanted to display show me every thing see blow screen short. Kindly suggest me .
@Jeff Fox I'm looking for the topic to update or a way to block attachments from being added when not in a topic regarding the task. I see that when a user uploads an attachment, it gets placed in the My Files in a folder called Microsoft Teams Chat...
Hi Community, I have a record producer and would like to use this to create record in virtual agent chat. I tried in the topic to use Action utilities to call ServiceNow core action of record producer to do so. But I'm not sure how I can pass the ans...
I responded to a similar post here. To summarize: This is an edge case where a user attempt to contact a live agent, but none of them accept the chat. I'd like to continue on my flow with a variable that tracks that none of the 'available' HD Techs ...
I have a record producer and I have created translation records on "sys_translated" table for questions and question choices. Based on some conditions I am adding and removing options using an Onchange client script, for the added Options through the...
I am following the below code to create an incident from the virtual agent, but I also want to check the user's location and set the assignment group accordingly? Is it possible to achieve? (function execute() { var problemGr = new GlideRecordSecure...
Hello All, I need to find a simple way for an end user to be able to update a date field on an existing Ritm, either on the portal or via a email reply.The issue we have is with a Leaver Request, where the leave date could change after the initial RI...
Hello,I installed "ITSM Virtual Agent Conversations " plugin and "ITSM Virtual Agent Conversations lite" plugin. but i couldn't find "Search knowledge base" topic in my topic list. is there any plugin am missing?version: Vancouver
Hi Everyone, I'm new to using virtual agent and am in the process of trying to set up topics and change the greeting. The out of the box greeting is Hi, I'm your Virtual Agent. Let me know how I can help you today. and I would like to customize this ...
Hi I am trying to change the branding for virtual agent in dev but when i go to /sp mode it does not update. I am saving it and it shows in branding that its updated but not in /sp mode. Can you advise further?
