Properties for Connect Support

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Properties for Connect Support

    The Connect Support Properties page offers configuration options for managing Connect Support functionalities. It is important to note that Connect Support has been deprecated starting with the Utah release, and users are encouraged to transition to Advanced Work Assignment and Agent Chat for similar capabilities.

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    Key Features

    • Enable/Disable Connect Support: The property glide.connect.support.enabled allows administrators to enable or disable Connect Support, affecting the visibility of the Service Desk Chat button and the Support tab in the Connect sidebar. Default is true.
    • Agent Conversation Limit: The connect.support.conversationlimit property sets the maximum number of support conversations an agent can handle simultaneously. A value of -1 allows unlimited conversations. Default is -1.
    • Agent Avatar Display: The connect.support.showagentavatar property controls whether an agent's avatar is visible in conversations. Default is true.
    • Idle Timer Settings: Properties connect.support.idle.delay and connect.support.idle.countdown manage user inactivity notifications, with defaults of 120 seconds and 60 seconds, respectively.
    • Closed Conversation Limit: The connect.support.user.closed.conversationlimit property limits the number of closed conversations visible to users, with a value of 0 showing unlimited history. Default is 0.

    Key Outcomes

    By utilizing these properties, ServiceNow customers can effectively manage their Connect Support environment, ensuring optimal agent performance and user experience. Transitioning to Advanced Work Assignment and Agent Chat is recommended for continued support capabilities moving forward.

    The Connect Support Properties page provides several configuration options specifically for Connect Support.

    Important:

    Starting with Utah, Connect Support has been deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat. For details, see Move from Connect Support to Advanced Work Assignment and Agent Chat.

    These properties are available for Connect Support.
    Table 1. Properties for Connect Support

    Users with the admin role can access these properties by navigating to Connect > Support Administration > Properties.

    Note:
    The Connect Properties page contains many general Connect properties that impact Connect Support.
    Property Description
    Should Connect be used for handling chat queue entries

    glide.connect.support.enabled

    		 Disables or enables Connect Support. When the property is enabled, the Service Desk Chat button in the Employee Self-Service portal opens the conversation in Connect Support, rather than legacy chat. Additionally, the Support tab appears in the Connect sidebar.
    • Type: true | false
    • Default value: true
    • Location: Collaborate > Support Administration > Properties
    Number of support conversations an individual agent can have at one time (-1 is unlimited)

    connect.support.conversation_limit

    		 Determines how many support conversations an individual agent can have at one time. When the value is set to -1, an agent can participate in an unlimited number of conversations.
    • Type: integer
    • Default value: -1
    • Location: Collaborate > Support Administration > Properties
    Show agent avatar in Connect Support conversations.

    connect.support.show_agent_avatar

    		 Determines whether an agent's avatar is shown in a support conversation (enabled). When the property is disabled, users see the agent's name only.
    • Type: true | false
    • Default value: true
    • Location: Collaborate > Support Administration > Properties
    Number of seconds to wait (without user interaction), before presenting end users with an idle countdown timer

    connect.support.idle.delay

    		 Determines how many seconds a user must be inactive in a support conversation before an idle countdown timer appears.
    • Type: integer
    • Default value: 120
    • Location: Collaborate > Support Administration > Properties
    Number of seconds to count down from before marking end user as having left their support session

    connect.support.idle.count_down

    		 Determines how many seconds the idle countdown timer remains open after it appears. If the idle user does not dismiss the timer before the countdown completes, the system closes the support session.
    • Type: integer
    • Default value: 60
    • Location: Collaborate > Support Administration > Properties
    Limits the number of closed conversations that the support user can see. (0 = unlimited)

    connect.support.user.closed.conversation_limit

    		 Determines how many closed conversations appear in a user's support conversation history. When the value is set to 0, all previous conversations appear in the history.
    • Type: integer
    • Default value: 0
    • Location: Collaborate > Support Administration > Properties