How to apply Condition field on Custom Greeting and Setup

[Mark Roethof]

Hi all,

Anyone been working on the new "Custom Greetings and Setup" yet with Quebec? Just wondering if anyone has gotten this working correctly.

What I'm encountering now, is when I setup a new Custom Greetings and Setup record, it's always being used. Even if I add an incorrect portal in the condition, it's still being used on SP portal, ISC portal, etc..

See this for example, an incorrect portal:

Though on SP, ISC, etc, it's still being applied:

While on ISC, the settings are:

Any ideas?

Kind regards,
Mark

[Ren5]

how do you define a custom greetings and setup for NowMobile only?

[RodGallegos]

I am glad I found this thread. Has anyone gotten this to work properly? Currently I am experiencing what Mark originally posted, only in reverse. Right now in a Quebec instance, when opening a chat from the ESC, I am still seeing the default experience. I configured a new record called "HR ESC Experience" where the condition is 'portal=esc' and order is 90. In the default experience I have no promoted topics, and in the HR ESC Experience I have 3 promoted topics.

Strangely enough, a day ago, I marked the HR ESC Experience Inactive, saved and then marked Active again, saved and it worked as expected. Today, I opened the exact same instance, and the experience reverted back to the Default experience. 

Thoughts??

[RodGallegos]

Anyone? I am seeing this in Quebec and Rome. The HR ESC Experience is spawning from some users, and Default for others.

[aratik]

Hi RoGallegos,

I am experiencing the exact same issue in Quebec.

[Ned Sanderson]

I've got a related post here https://community.servicenow.com/community?id=community_question&sys_id=9c9fedb0dbaeb4502454e6be1396...

When you put any condition in, the default user experience is followed.  If no condition is entered, then the alternative user experience is followed, which is the opposite effect needed.