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...
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...
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...
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?
Hi Team, I want to migrate NLU Model from one instance to other. Is there any specific table that stores the NLU Models?
Hi AllI am trying get a Business rule to execute when a new catalog item is submitted with an attachment, but it does work. The problem I am trying to solve is to restrict the viewing of any attachments on a RITM, if the catalog item has an attribute...
Hit team,Recently we got a documentation on integrating ServiceNow with IBM chatbot and we could successfully complete the integration. But now, we are trying to check if there is any way we can integrate ServiceNow with IBM voice Bot (not the chatbo...
We have worked with Okta and no luck in getting a seamless login experience on a 3rd party web site with no redirection flashing up to the end user when virtual agent is loaded. Has anyone been able to enable a seamless authentication experience wit...
Hello together, I have a problem with following code: (function execute() { var grCondition = new GlideRecord('u_routing_information');grCondition.addQuery('u_kb_knowledge', '090f45ab1b080614354d96859b4bcb7a');grCondition.query();grCondition.next();...
We have a SharePoint Online environment access is controlled by Azure AD. There is a team creating KB articles with the SharePoint Online link in the article, when search presents the KB to the user, they will click on the link. Since ServiceNow VA i...
The Virtual Agent Update HR Case Topic Block is creating a new HR Case when it should be updating an existing case. Has anyone else seen this or have a workaround?
Hi Wondeirng if anyone knows the answer to this. On Tokyo platform, we are using the "Run AI Search" topic block within virtual agent. When viewing on the web, the search results are coming back with links pointing to the current portal being used - ...
Hello Everyone, When using the Record Producer Flow Action in Virtual Agent, how do you structure the text in "Catalog Item Inputs (string)" field? I've tried expressing the data via JSON format, both typed and using the script option, but have not b...
Hi, I am facing issue with NLU for my custom topics and OOB topics. I have created a NLU model With 2 intents and 14 utterances. The model trains and publishes successfully and works fine when an utterance is searched in the testing text box inside t...
1)Trying to add 5 FAQS in knowledge base 2)That should reflect in service now virtual agent 3)Tried with contextual search.But couldnt progress pls suggest the right way to proceed
