Resolved! can we use a record producer to create an incident using script
Hi Community, is there a way I can create an incident using a record producer using script. if yes please help me. Thanks.
Forum Posts
Virtual agent reactions in MS teams
Hi community, I have noticed that when you react to a Virtual agent message on teams, it gets confuse and throws I'm having technical issues and wont be able to continue this conversation. Example if you react to a message with a like it sends this ...
Resolved! Virtual Agent "Routing to Live Agent" - Agent self assigns Interaction
Here is the situation I am running into during testing When a customer starts a Live Chat the agent gets the interaction card with a Reject or Accept button with a 2-minute timeout. We have it configured to allow a Reject reason of Busy to be reassig...
Resolved! How to open Virtual Agent when I click on a button on Service Portal?
Hi Everyone, I have a requirement to open the Virtual Agent Widget when I click on the Button on Service Portal. Please share if anyone have implemented similar functionality. Thanks, Nikita Garg
Resolved! ServiceNow VA picking up wrong bot profile/avatar and setup topics
We have 2 ServiceNow bot profiles and 2 brandings and 2 profiles of servicenow Virtual Agent.Both VA's are accessed via public page redirect links from href button on 2 seperate external client websites. **Both work fine as expected till the time th...
Issue with setting context variable during live agent initialization
Hi All,I've created a context variable and was trying to set the value in it while initiating the live agent so that I can use the context variable value in the AWAs service channels conditions, but I'm facing an issue hereContext variable:Name: live...
Resolved! Transferring Virtual Agent to Live Agent
Working on testing Virtual Agent chats and Live Agent chatsIs there a way to see how many Virtual Agents chats are waiting to transfer to a Live Agent chat? This would be when the end user sees "Routing to a live agent" in their chat.
Estimated Character Count for Dynamic Translation
Hi all, I work for a global organisation, 17,000+ employees across 35 countries and considering making use of Dynamic Translation. The only issues is that the recommended third party translators (IBM, Microsoft & Google) charge based on volume. I d...
How to Provide an Timer Clock in the Agent Chat Conversations
Hi All, I am looking for incorporating the 2 min timer before the chat session ends. If user is not responding to agent for certain time, the inactivity timer triggers then a remainder message has been sent and session ends automatically. After the r...
how to set the value of form fields in interactions when doing Live agent handoff using VA API
I am integrating third party bot with Service now virtual agent (VA) using "api/sn_va_as_service/bot/integration" api to pass conversation to Live agent. I have an requirement to update one of the form field when passing conversation control to Live ...
Can VA handoff conversations to Amazon Chat?
A company has Amazon Chat tool that their CSRs use to interact with external customers. They are wondering, if an internal user comes to ServiceNow and engages with Virtual Agent, can they transfer that conversation (hand-off) from VA to the Amazon C...
Topic stuck after inserting OOTB topic block into topic Virtual Agent
I have Inserted Transfer to live agent OOTB topic block into Customized Topic (Email Issues) then it is working upto Transfer to Live agent topic block after that it not Executing Email Issues Topic.I have inserted Transfer to live agent OOTB topic b...
Add the Interaction number to the Incident using Issue Auto Resolution
I hope I word this so it makes sense!I am working on Issue Auto Resolution and one of the requirements is to add the IMS number to the incident record when the topic did not resolve the issue for the user. I am struggling to figure out where to updat...
PagerDuty Spoke only returns 25 results
Is anyone using the PagerDuty spoke and had issues where the api is only returning 25 results, but you know there is more in PagerDuty. How do I get ServiceNow to pull all the records?
NLU Model
Hi Team, I want to migrate NLU Model from one instance to other. Is there any specific table that stores the NLU Models?
