When I specify a Search Context that has > 1 Resource Configurations in a Contextual Search utility, only knowledge records are returned. To reproduce: 1. Create a new Search Context and choose 'Catalog only' for the searcher. Configure Contextual Se...
Hello, now that we are in Paris and have the interactions record, we noticed that the Transcript field is not defaulted as per the image on docs. Is there a security/access constraint that forbids this useful field from appearing by default? Below i...
Hi, How can i route live agent to different group when iam using AWA. 1.I created two topics for live agent support:one for HR portal and other for IT portal 2.in above topics i have passed specific sys_id from awa_queue(two queues i created ,one for...
Hello, Speaking from a Help Desk position at my company, we're looking at implementing a chatbot for our environment that allows users to look at open tickets and/or create a new ticket based on the question/issue they are experiencing. Ideally we'd...
Hello, I am new here and have little experience with VA's. What I would like to do is the following: I would like to grab the initial input given by the user of the VA and use this input later as a description in an incident. The input given here ...
Hello, is there any way of automatic population of utterances, in case we can hundreds of lines to be fed for a topic, can we use API to create them via script or import. Thanks,
Hello all We have the va activated and when we open it opens its just blank and loading any advise?
Hello everyone, When VA Virtual agent communication is started it shows the greeting message and asks the user to select from "Show Me Everything Button" or Typing a Keyword/Sentence will do the NLU search and shows the results of topics, During th...
Hi! We have successfully connected ServiceNow with Teams, but some topics is presented with different font styles in Teams Portal: Teams: Is it possible to configure font styles for Teams?
what is the table for topics, topic blocks in virtual agent?
My Virtual Agent was working fine, however, all of a sudden it's showing a message java.lang.NullPointerException: Exception in setting last in-progress conversation and java.lang.NullPointerException: Exception in creating session, in logs, and the...
Hi there, Sorry, if this is a basic question, i can't find the answer. I've been configuring the live agent chat and everything seems to work with 1 queue. If i make two queues how does servicenow decide in which queue to route the users to? My "ser...
Hi Experts, Need your guidance on one thing . How to route Virtual agent conversation on portal to Agent Workspace queue rather than Connect queue.. I tried to look into the example of Transfer to HR agent but currently it has script for moving to H...
Hi Guys, Where can I find the Virtual Agent variable values? Example:
I have been looking for best practices on NLU, Intents, utterances. The VA is rather slow when we have the NLU turned on so need to ensure I do not slow it down more. We are using three different modules itsmhrsdprocurement Procurement is the smaller...
