connect to chat queue from the Virtual Agent servicenow

Poojitha10 · ‎04-29-2020

I have virtual agent setup in HR portal and IT portal (configured in Header/Footer Body HTML Template) . clicking on "connect live agent" from HR portal should redirect to HR queue and from IT portal it should redirect to IT queue.

Note: I found this KB article to configure queue in instance https://hi.service-now.com/kb_view.do?sysparm_article=KB0743849 but I couldn't able figure out the instance for virtual agent widget configured in portal Footer.

Please help to configure this.

@Mark Roethof , I really need your expert advice in this I just stuck in this part please do help me to figure out the solution.

Here is my chat setup:

Imam Pasha1 · ‎05-03-2020

Hi Poojitha,

Please try the below solution:

1.Remove the queues which you have given for both IT and HR in chat setup and give just global queue.

2.go to greeting topic and add below code in script action:

(function execute() {

vaVars.greeting_message = vaSystem.getGreetingMessage();

if(!vaContext.portal){

returnfalse

}

elseif(vaContext.portal=='sp'){

return vaVars.LiveAgent_queue='d50bdb2fdb501010b45e9444ca96192a'; //pass you IT portal chat queue sys_id

}

elseif(vaContext.portal=='esc'){

return vaVars.LiveAgent_queue='fde232209f22120047a2d126c42e70ab';//pass your HR chat queue sys_id

}

})()

Kindly mark as accepted solution if it resolved your issue or If my answer helped you in any way, please then mark it as helpful.

Regards,

Imam Pasha

View solution in original post

Mark Roethof · ‎04-29-2020

Hi there,

So your basically missing the Instance options which you want to configure?
How did you add your Widget to your Service Portal? Can you share this?

For example:
- Did you drag/drop the widget (instance) using the Page Designer?
- Did you add the widget (not-instance) directly to the Header/Footer Body HTML Template?
- Did you use the Service Portal Agent Chat Configurations?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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Poojitha10 · ‎04-29-2020

Hi @Mark Roethof ,

Yes I have added the widget (not-instance) directly to the Header/Footer Body HTML Template.

poojitha bn · ‎04-30-2020

@Mark Roethof , by any chance did you get a time to check on this ? Hopefully I am waiting for your answer.

Mark Roethof · ‎05-02-2020

Your missing the instance options, because you added the widget directly to the footer. This way, no widget instance is created. If you would drag/drop the widget onto a page, then automatically a widget instance will be created. This will allow you to use the instance options.

If it's about the queue you are after. Have you considered adding the widget through configuring the Service Portal Agent Chat Configurations?
Note: this only works for the out-of-the-box Virtual Agent widget. Though looking at your image, this shouldn't be an issue, as that looks like the out-of-the-box widget.