Hi - thank you for all the videos. I have enjoyed following them. I do have a question! when I click on create an incident - it creates a Universal incident instead of a normal incident. how can I change that. not sure why as we don't use universal incidents. thanks
Hey !! Did you choose table as Incident? is it creating the record in the incident table? if not, then in which table the record is being created ? Please help me with this answer, so that I can assist you further.
@@techwithpri Thank you for coming back to me - I found the problem - the Create Universal Request with incident property (com.snc.create_universal_request_with_incident) is set by default 'true'. / I changed that to false and it works as expected.
Also, can you add in like a summary response from the bot? Like when a user selects the topic > VA asks them to write down additional details > when user types details. VA would summarize and say what user selected and put down, then reply with is this summary correct, yes or no? I need help with that too. Thank you so much!! @@techwithpri
Very good and helpful video. I have a question, if we want to ask some question from user for example What is your location and user should be able to select a location table available in the incident how is that possible? I want to set this value on the incident when the incident is created. Thank you
Hi !! Yes that is possible using the dynamic choice, specify the question (what is your location) in the prompt field. Next choose the table as Location (Servicenow OOB table) then specify the condition thats it, user will get the option to choose different location based on the filter result. Try it and do let me know for any issue.
Hey Pritam , Thanks for ur videos, I have a question like unable to create incident record from topic block , I am getting cant find valid record in chat messenger.
Hey! So are you trying to create new incident in the table? If yes then make sure you have given correct value in all the required information field. Let me know for any further concern 👍
Hi can you make one video for custom carousel input? can we add custom carousel in greeting message where we can show the various catalog item image ,if user select any one of them then user can place request for that selected carousel response. And thank you for making this useful Virtual agent videos.
Hi Adesh, Not at the moment maybe as I finished the series today, but I can guide you. Check the topic block Search Catalog Item, there you would find the implementation of Carousal, try that and let me know for any issue.
Its difficult, as topic blocks are kind of ready staff...all you need to do is call them inside of the topic and provide the required parameters. But you can copy the read only topic block and put additional changes as per your needs 🤓
Yes, those can be the cases for sure. We can add multiple condition statements to solve these issues, probably next up in my Advance Virtual Agent video I will cover those things for sure 🤓
Hi sir Good Morning!! We are able to map company, caller, urgency, short description, description, impact and urgency with your videos reference But we are unable to map - Project, application, module, submodule fields, Line of service. ( project ,Line of services are reference fields) Line of service is dependent on company Project is dependent on Line of service( we have 3 projects, ex: IN,US,UK). Here we need it only for IN project Application is dependent on Project. Module is dependent on Application. Sub-Module is dependent on module. How can we achieve this ? please help on the above query sir
Hey!! For that you have to right the script action and you have to glide different table and fetch the data and return to the fields. As it's refrence field make sure to return the sys id.
Most underrated channel. Great tutor, thank you!
The pleasure is all mine..🤓🤓
Keep watching and keep learning 👍
This series is really helpfull. thanks, Please also make series on other applications also.
It's my pleasure.!!
Surely will do, keep watching and keep learning.
Hi - thank you for all the videos. I have enjoyed following them. I do have a question! when I click on create an incident - it creates a Universal incident instead of a normal incident. how can I change that. not sure why as we don't use universal incidents. thanks
Hey !!
Did you choose table as Incident? is it creating the record in the incident table? if not, then in which table the record is being created ?
Please help me with this answer, so that I can assist you further.
@@techwithpri Thank you for coming back to me - I found the problem - the Create Universal Request with incident property (com.snc.create_universal_request_with_incident) is set by default 'true'. / I changed that to false and it works as expected.
Thats great !!
Let me know for any further issue.
Great video! Can you please continue with a video on how to set up the live agent?
Noted, I will try to create one in upcoming days 🤓
Also, can you add in like a summary response from the bot? Like when a user selects the topic > VA asks them to write down additional details > when user types details. VA would summarize and say what user selected and put down, then reply with is this summary correct, yes or no? I need help with that too. Thank you so much!!
@@techwithpri
@@techwithpri Yes!! Knowing how to set up the live agent connection will be super helpful please!
Very good and helpful video. I have a question, if we want to ask some question from user for example What is your location and user should be able to select a location table available in the incident how is that possible? I want to set this value on the incident when the incident is created. Thank you
Hi !!
Yes that is possible using the dynamic choice, specify the question (what is your location) in the prompt field.
Next choose the table as Location (Servicenow OOB table) then specify the condition thats it, user will get the option to choose different location based on the filter result.
Try it and do let me know for any issue.
@@techwithpri Thank you
Hey Pritam , Thanks for ur videos, I have a question like unable to create incident record from topic block , I am getting cant find valid record in chat messenger.
Hey!
So are you trying to create new incident in the table?
If yes then make sure you have given correct value in all the required information field.
Let me know for any further concern 👍
Hi can you make one video for custom carousel input?
can we add custom carousel in greeting message where we can show the various catalog item image ,if user select any one of them then user can place request for that selected carousel response.
And thank you for making this useful Virtual agent videos.
Hi Adesh,
Not at the moment maybe as I finished the series today, but I can guide you.
Check the topic block Search Catalog Item, there you would find the implementation of Carousal, try that and let me know for any issue.
Topic block can we use in topic only right ?
And if we change topic block to topic here in this case it will give any errors ? I got this doubt 😮
Its difficult, as topic blocks are kind of ready staff...all you need to do is call them inside of the topic and provide the required parameters.
But you can copy the read only topic block and put additional changes as per your needs 🤓
How do you handle opening a incident ticket behalf of another user and what if we have multiple user with the same name?
Yes, those can be the cases for sure.
We can add multiple condition statements to solve these issues, probably next up in my Advance Virtual Agent video I will cover those things for sure 🤓
Can Virtual agent be accessible from all pages. How we can make accessible from all pages in ServiceNow.
Hey !!
You can access VA from any Service Portal pages 🤓
Can we add assignment group so that the incident getting created will needs to be assigned to the default group as well
Absolutely, you can do that.
@@techwithprican u please provide an example in it
Hi after creating a ticket…. How to check status of the ticket by using the incident number from this virtual agent chat bot?
Hey !!
You can simply use 'card' from BOT response to display the incident number, short description, priority and many more.
Try that out !!
Hi , can upload video transfer to live agent support for ITSM module
Sure!! Noted..
Keep watching and keep learning 😁
Hi sir Good Morning!!
We are able to map company, caller, urgency, short description, description, impact and urgency with your videos reference
But we are unable to map - Project, application, module, submodule fields, Line of service. ( project ,Line of services are reference fields)
Line of service is dependent on company
Project is dependent on Line of service( we have 3 projects, ex: IN,US,UK). Here we need it only for IN project
Application is dependent on Project.
Module is dependent on Application.
Sub-Module is dependent on module.
How can we achieve this ?
please help on the above query sir
Hey!!
For that you have to right the script action and you have to glide different table and fetch the data and return to the fields.
As it's refrence field make sure to return the sys id.
okay sir ☺@@techwithpri
Need To create a incident still stuck need help
Okay, in that case please connect me on instagram 🤓
Waiting for the scripting series..
Coming soon brother ..keep watching and keep learning.