SLA automatically restarts

Hi Community, our team is implementing a SLA where the start condition looks like this:The stop condition looks like this:On our help desk case table, we have a custom boolean field called Any Agent First Contact, which gets set to true from a before...

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Question related to Resource Allocation in Resource Management Workspace

I’m currently working on a new implementation project with the Xanadu Release, and we’re facing some challenges in understanding the new resource allocation model and how to effectively manage it. Even when I attempt to input the allocation with FTE ...

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After Zurich upgrade In request approval button is not working on change request

After Zurich upgrade In  request approval button  is not invoking approvals in service operation workspace on change request form 

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How to add a AI agent use case in ESC portal

Hi Community ,I Have a requirement where i need to add my AI agent which i have created to add in ESC portal how can i do step by step process can i get.Thanks In Advance Regards Tejas K J 

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Update frequency report on Incident

Hi, There is a requirement where we have to create a report for Update frequency of Incident tickets, In the incident table we have a custom string field which is used to update the ticket as BI-1 which is P1 for P1 tickets there is a rule to update ...

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How to configure Agent Assist on Workspace

Our team is trying to configure Agent Assist so that it pulls knowledge articles from specific knowledge bases: Currently, that search is pulling articles from the OOTB Human Resources General Knowledge KB.  Our team created our own Table Configurati...

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if we are selecting license type as maintenance what should we select in license metric dropdown

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We would like to have alert creation whenever LDAP or data source unable to connect with server

We would like to trigger whenever LDAP or Data source is failed to connect with Server. is there any why to achieve it? 

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Workflow- current tab/step is not highlighting - how to fix this?

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Virtual Agent

How to configure virtual agent?example :how to raise a catalog then it should give the link of Request something 

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Create RITMs from MRVS

Have a catalog item that has a MRVS that I need to parse out into individual RITMs via a workflow script.  I can get it to create the other RITMs but they are blank and will not transfer any of the variable data over from the RITM.  I know I'm close,...

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Est-ce que le certificat de CSA est obligatoire pour les certifications Pro

Je me permets de poser une question ici pour savoir est-ce que le certificat de CSA est obligatoire pour les certifications Pro, par exemple le certification de  Certified Implementation Specialist in Human Resources

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Examen lieu

J'aimerais savoir est-ce qu'il y a un centre d'examen à Lyon, France ?Merci à tous

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Track Assignment Group Changes on Incident Summarization

We have a requirement to include Assignment Group changes within the Now Assist Incident Summarization skill as it has been requested by multiple teams that utilize this summary feature. Has anyone done something similar for their organization? I hav...

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HRSD - HR Services, Categories and Sub Categories

Greetings Experts - I am working with an HRSD client that has made copious use of categories and sub-categories under many of their HR services.  Example: Service - Time Away Category - Leaves, Company Holidays, PTOSub- Categories under Leaves: Milit...

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