Hey all! I'm working to implement Agent Chat for my client and I've noticed while testing that the Service Desk user I'm using will stay as "Available" in their Presence Status even hours / days after I closed that browser with that session. I confir...
We're facing an issue that hasn't been a problem prior to upgrading to Yokohama. We have a small IT Support queue where there is often one dedicated Live Agent available. Sometimes, the queue gets busy and others in the queue will stay offline but ma...
Hello everyone, I'm currently working on optimizing our use of ServiceNow Workplace Service Delivery (WSD) with a limited number of licenses (150). I want to ensure that we efficiently manage roles and assign them to groups to make the most of our av...
Hello Community,I am exploring a requirement to create a chat-style interface in ServiceNow.The scenario is:For a given record, a user will upload a document into ServiceNow.The AI should respond only from the contents of that document when a user as...
In the recent zurich release ServiceNow introduced new feature with which we can directly assign roles to Agents (Define who can access the AI Agent) through ServiceNow UITo get those assigned roles/ACL do we have any API available ??And is it possib...
Hello, Where can I obtain a list of OOTB use cases for VA by product (i.e. HRSD, ITSM, etc). I was able to find few for HRSD, and ITSM, but nothing that is comprehensive by product. thank you.Parth
Auto Ticket Assignment Configuration and Queue Updates1. Queue Re-Configuration: COMPLETEDRe-create the SN TechOps queue in ServiceNow. Move the following team members from the SN Corporate EUC queue to the newly created SN TechOps queue: Daniel Gree...
Hi there,I have made an agent available from HRSD Workspace. And using another person when I tried to chat with this agent via portal, I am getting below mentioned error : "There are no agents available at the moment. Please try again later.Thank you...
Hello Community,I am exploring a requirement to create a chat-style interface in ServiceNow.The scenario is:For a given record, a user will upload a document into ServiceNow.The AI should respond only from the contents of that document when a user as...
Hi All/ @Ankur Bawiskar We have trained the OOB "Similar Open Incidents" and "Similar Resolved Incidents" PI solutions and are displayong in the SOW,so that it will be helpful for Agents.But I need to give an agents the option to directly copy the r...
Hi community,In AWA, when I opened work items it showed me state is queued and assignment rule and assigned to field is empty. Even though I assigned queues and assignment rules properly the issue is coming. The rejected field is also true. The agent...
How can we display more fields in agent assist card. We have enabled Predictive Intelligence,so its showing 3 actions,Similar Incidents,Similar Open Incidents,Similar Resolved Incidents. So now we want to Configure Display Fields: We want to Add fiel...
I have a requirement for the Virtual Agent (chatbot) in ServiceNow.If the user is idle for 3 minutes, the Virtual Agent should send a message: "Are you still there?"If there is no user response after another 3 minutes, the bot should send a second r...
Show agent name at the top of the chat is restricted and we want to disable it but I am not able to disable it Please help me with this
