TOKYO+ UPDATE: ServiceNow has updated the product documentation for adding Agent Assist to SOW, so this guide will not be accurate for Tokyo and future versions. Impersonate as System Administrator. The timeline ribbon cannot loading on agent workspace after setup new Ribbon record on Agent Workspace Form. Impact Accelerate ROI and amplify your expertise. In Studio, click the Create Application File button. The ribbon provides overview information in a way that quickly orients an agent to case details. Known synonyms are applied. “With ServiceNow HRSD, employees could submit their COVID-19 questions in one place and have them addressed quickly. Behaviour does not happen when accessed Agent Workspace under Chrome 64-bit browser. Navigate to list: "Trending Case Topics Last 1 week. . Partner Grow your business with promotions, news, and marketing tools for partners. update in March 2024. Agent Workspace is a configurable service desk application that provides an. Digitize internal processes to become more proactive, predictive, and resilient—all while maintaining security and compliance. Navigate to All> UI Builder/UI Builder for Agent Workspace for HR case Management: 2. Track coverage, swaps, and time-off requests. Cause. login any OOB instance with Paris or any other versions 2. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. Steps to Reproduce 1. Special characters like underscores (_) are removed. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. Adding Experience. Cloud Operations Workspace. 72. Build My First App Engine Studio ApplicationConfiguring a Workspace. Store Download certified apps and integrations that complement ServiceNow. Telecommunications Service Management and Order Management for Telecommunications, we provided a simple powerful workspace agents love to use,. Options. How to toggle off sidebar in Agent Workspace - Support and Troubleshooting > Knowledge Base >. Analyze capacity and gain a real-time view into space utilization and workplace services. In the Landing Pages related list, set the value of the Order field of the landing page that you want to set as the default to minimum. Read Press Release NEWS Partnership with Aston Martin Formula One® Team Learn how operations will be streamlined through the ServiceNow intelligent platform. IT Service Management. Solved: Open popup with a client script on Agent Workspace - ServiceNow Community. In the New York release, more configurations and options are developers for administrators and developers to enhance the experience for their users. Agent Workspace Enhance agent productivity withHow search works: Punctuation and capital letters are ignored. Skip to page content. For employees, the conversational AI chatbot within their Teams workspace offers self-service troubleshooting for common requests, which frees up help desk agents to focus on more complex or urgent issues. Instead of using a default value for parent field, create an onLoad client script to set the parent field. Learn More. You can start working on Universal Request in the Agent Workspaces from one of theseServiceNow Learn more about ServiceNow products and solutions. With Service Operations Workspace, you can effectively manage interactions, incidents, requests, and walkup appointments. We will explain how to find product information,. 7) Repeat step 2 and activate the "Alert Intelligence" plugin. Verifying Identity and making sure the verified identity is captured in the right data table on the back end is the first implementation using Agent workspace. Deliver engaging, personalized experiences for all users. Lists 3. Make it easy for agents to triage, act on, and resolve requests on the go. Setting Manager Field in Developer forum yesterday. Pre-Tokyo releases had a different default User-Agent string: jakarta commons-article covers some basic troubleshooting steps to determine why chats are not being routed to agents in Agent Workspace Chat via Advanced Work Assignment. Liberate practitioners from repetitive tasks by giving them the tools and 360-degree patient visibility they need. The ServiceNow Agent Workspace application is designed to increase efficiency and speed up issue resolution with machine learning suggestions, preemptive alerting, and live updates. Explore the Open PI Incidents component. In Agent Workspace , an interaction record opens in a parent tab and the specified entity record opens in a child tab under the interaction tab. The user should have "template_editor_global" role to see the template. If not please check the global field for each template. Special characters like underscores (_) are removed. In a new browser tab, go to the Teams Rooms Pro Management portal and go to Settings. 3. . In Agent workspace clicking the Resolve UI Actions sets state to "Closed" instead of "Resolved"If you drilldown on a counter widget on the Agent Workspace homepage, taking you to a list of records, the list does not refresh the record count when one of them is altered such as to take it off theAPI provides methods that you can use when developing client scripts in the UI Builder. The type for the fields 'comments' and 'work_notes' is 'Journal' whereas in the OOTB is 'Journal Input' (that is supported in Agent Workspace). Texts typed in Work notes or Comments gets disappeared first time when switching between browser tabs from Agent Workspace Steps to Reproduce 1. Loading. ServiceNow's Agent Workspace is an all-in-one application designed to increase the efficiency of agents. In Agent workspace, Add or Edit Button is not visible under the Related List for the table extended from the OOB table Steps to Reproduce 1. Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. For Agent Workspace, this API. Make sure the template is global . Leveraging complete Agent Workspace view to enable Portal side functionalities being available to staff/agents. Client scripts are executed in response to something happening on a page, such as: User interaction events/actions, such as a button click. . In the Happening Now section, note how many incidents are open P1 incidents. Set up Agent Chat Configure AgentDocumentation Find detailed info about ServiceNow products, apps, features, and releases. Deliver engaging, personalized experiences for all users. Skip to page content. Please check with your Citrix sales or channel partner for more information. Skip to page contentUsing ITSM Agent Workspace - Product Documentation: Utah - Now Support Portal. Each workspace is tailored to the kind of issue that the agents work on. HR Case Reminders in HR Agent Workspace will not trigger unless the conditions for Scheduled Job "Show HR Reminder" are met - Support and Troubleshooting > Knowledge Base >On OOB instance: - Navigate to Workplace Experience > Administration > Landing Pages and set all the OOB landing pages to Active False. To complete the exercises, switch to the Admin user role. Gain real-time visibility across channels and work so you can manage for optimal performance. The issue relates to a recent regression introduced in the update to Chromium. Create a consumer-grade experience for patients that lets them access care or make requests from anywhere. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. Both steps are documented on ServiceNow's. Deletion of a user record can cause a cascade effect that affects form layouts. Navigate to cases >> All from lists and open any case by clicking Command+Click 3. ServiceNow Store. New List Action Button on Agent Workspace to display a Assigned to Field. Sending and. Enable your agents to take action at any time with a swipe or a tap. Click the PREVIEW link on a Workspace's card in the section to open the Workspace. Use the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. ServiceNow Store. contextual_search, com. . Deliver. Name of the table that contains the record to open. There's no way to migrate existing Agent Workspaces to a Configurable Workspace due to the architecture being completely different – so now is the time to start considering making the. Find detailed information about ServiceNow products, apps, features, and releases. contextual_search. Transform the impact, speed and delivery of IT. Provide employees with a unified portal to create reservations, access maps, register visitors, and order services. UX Page Registry record of Agent Workspace might be modified with some value on 'Parent App' field. “ServiceNow has provided frictionless ways for colleagues to handle their IT; it has removed a lot of mundane tasks and certainly made onboarding new. . Activate the display of the estimated wait time for live chat support (transfer from the virtual agent to a live agent). Name of the table that contains the record to open. The easy-to-navigate, multi-tab interface enables you to efficiently oversee and resolve. For example, if a work item requires the language skillIf you're already using Agent Workspace, SOW should be a fairly easy change. In customer support, the customer case (or simply ‘case management’) is the primary, most essential entity. CSM Agent Workspace is one of two workspaces available for the Customer Service Management application. Documentation Find detailed information about ServiceNow products, apps, features, and releases. The timeline component displays a chronological summary of case activities, including case state changes and interactions between the fulfiller (typically the agent) and the requester (typically the customer). The Workspace application aims to give quick access to agents, answer. panel and leave editing mode. ResolutionIn some situations using 'Reply All' to an email in Agent Workspace doesn't show all the recipients of the original email. Workspaces include everything agents need to find, research, and resolve issues. Dig deeper into Dispatcher Workspace. Loading. this to track: the adoption and quality of the Virtual Agent, and the business impact on cost savings and customer satisfaction. . The update adds gen AI capabilities. Incidents > All 4. Cause For customers switching over to Agent Workspace, Client Scripts will not work the same the way as it works in native UI. Contact Sales. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. Download ServiceNow Agent and enjoy it on your iPhone, iPad, and iPod touch. ServiceNow® HR Service Delivery Agent Workspace uses the. APIs and Integration Tools are available with these ServiceNow products. Learning Build skills with. Skip to page content. If you are currently using CSM Agent Workspace and want to migrate to CSM Configurable Workspace,The portal app shell can add a header and footer to your rendered experience pages whereas the workspace app shell would add a header and other components similar to agent workspace. Quebec. The Activity Stream in the Agent Workspace does not show up. You can grant access to workspace for specific role users by creating the acl or. Thanks in. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. HTTP Effect is used to request items from the kb_knowledge table using Table APIs and Now Design System components to make it look attractive. Known synonyms are applied. About. Capture all install base data including location, install date, open cases, and more in a single view for increased agent efficiency. Management Provide instant access to relevant knowledge for patients, consumers and agents. * - Support and Troubleshooting >Simone9. IntegrationHub. platform_ml, and com. The goal of this article is to answer generic frequent requests/questions ServiceNow Technical Support receives in relation to Automated Test Framework (ATF). modified does not work in agent workspace Steps to Reproduce 1. ServiceNow Get an introduction to the navigation of Agent Workspace with Get Started with Agent Workspace. Explore the Open PI Incidents component. Skip to page content. Known synonyms are applied. in ITSM forum 04-10-2023If we have a custom agent workspace configured, The Compose Email form is not rendered exactly same as that of the OOB agent workspace. Explore the Agent Workspace Home TabAgent Workspace introduced in Madrid. Key features Landing page Tailored landing page for your Service Desk agents. Factors. Encountering a problem with a User Interface (UI) Policy that has the Run Script feature enabled, which is designed to display or conceal Annotations on Workspace. g. This is a mandatory role to view global templates on the workspace. Navigate to agent workspace that has a custom record. Known synonyms are applied. Obtén respuestas a las preguntas y descubre cómo ServiceNow puede ayudarte a transformar la empresa con flujos de trabajo digitales modernos. There might be a need to display more than 5 if a service channel record has more thanOnce the plugin is activated, it introduces a new snc_internal role and adjusts ACLs (access control list) to use that role which includes REST API access rights which is what the graphQL calls probably lose access temporarily. Update the Happening Now container. The ServiceNow user-agent string can be overridden by creating the System Property glide. How search works: Punctuation and capital letters are ignored. ServiceNow has long had a Service Desk Call plugin that in some ways is the spiritual predecessor to Interaction Management. ServiceNow Store. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. The most relevant topics (based on weighting and matching. Here are some of the key features:Landing page - Get started with the landing page that is tailored for your Service Desk agents and Level 2/3 analysts. Reduce cost. Automate and connect anything to ServiceNow. To connect your ServiceNow instance to your Microsoft Office 365 tenant and to authorize applications, you must have both the. Financial Services Operations;. How search works: Punctuation and capital letters are ignored. Skip to page content. Tap into the power of the Now Platform ® and our single data model for instant insight. Service Operations Workspace Predict, prevent, and resolve incidents proactively from a single workspace. glide. Navigate to your ServiceNow instance’s “Agent Workspace” application and create a new workspace record. Build My First App Engine Studio ApplicationConfiguring a Workspace. The landing page provides an overview of outages, service announcements. Drag and drop the PA indicators or containers. Field Service Management Dispatcher Workspace. In the Filter… field, enter the text UI OR select Server Development from the categories in the left-hand pane. How to get Service Operations Workspace. There's more content available only to authenticated users. Agent Workspace is not supported to. Playbooks provide step-by-step guidance for resolving processes and enable agents to easily manage the lifecycle of cases by guiding them through. Model demand scenarios to analyze scheduling impact and make sure you staff properly for surges. As a result, it helps equip organizations to:. 5) Click on "Inbox" from the left side menu. Partner Grow your business with promotions, news, and marketing tools. Transform manual tasks and mundane work into digital workflows. ServiceNow This course demonstrates the Agent Workspace view and how a case can be created from Agent Workspace by agents. On platform UI when an Incident is set to On Hold - Awaiting Caller, the Additional Comments field becomes mandatory and the Post button is hidden. To edit the form, select a different type of record, or contact your administrator' appears when the cmdb_model form is accessed on AgentClient Script not working in Agent Workspace - Support and Troubleshooting - Now Support Portal. In Agent Workspace chat, when using the "Transfer to Queue" quick action, currently it only displays 5 active queues. Cut software and cloud expenses by pinpointing shadow IT, reducing overlap, and optimizing license use. App Engine Studio creates a Workspace that is edited from the Workspace. - Import attached update set and commit to the instance. About. Support Manage your instances, access self-help, and get technical support. For Agent Workspace, this API. Select UI Action in the middle pane as the file type then click the Create button. Organizations face mounting pressure to streamline their processes and improve productivity and performance, often with tighter budgets and fewer resources. There will be three sections in the Details, Case, Comments and Related Search Results. ServiceNow Mobile Agent app delivers out-of-the-box, mobile-first experiences for the. The solution combines the strongest industry-adopted, government-approved encryption standards with flexible key management. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. About. Certain content is no longerYou can grant access to workspace for specific role users by creating the acl or changing the existing acl. This app shell focus' on workspace experiences for agents to view and resolve multiple records at the same time. Mobile experiences created in App Engine Studio are part of the ServiceNow Agent or Now Mobile mobile applications. Known synonyms are applied. GlideAgentWorkspace (g_aw) The g_aw API enables a UI Action or client script to open a specified record in an Agent Workspace tab. Technically, there are now 2 agents attending to the same chatOpen Agent Workspace from the Application navigator module Loading. After initial slow loading, the workspace will load. To create a Workspace, click the Add icon for Experience on the App Home tab. Improve agent efficiency with a single workspace built to facilitate resolutions. You will choose which app shell your experience will use when creating the experience, but an experience can only have a single app shell. Communities Connect patients, consumers, and employees with their peers to find answers and solve problems. Combine ITSM with other products and apps to create a powerhouse technology platform. Workspaces. Learning#15: Auto Populate Email ID from Field "Requested For" in Catalog Form. button. The Agent workspace is designed keeping in mind the use cases of an agent persona who would want to have access to the various tabs (sections) on a record simultaneously and the design helps reducing the need to scroll up and down constantly to do so. Impact Accelerate ROI and amplify your expertise. ServiceNow's Agent Workspace is an all-in-one application designed to increase the efficiency of agents. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. Risk Management Workspace. Simplify and accelerate everyday work with built-in machine learning. Sys ID of the record to open. Basically acl's Loading. Skip to page content. Improve agent efficiency with a single workspace built to facilitate resolutions. In the Now Platform UI of your ServiceNow instance, navigate to Workspace Experience > Actions & Components > Contextual Side Panel . Playbooks provide step-by-step guidance for resolving processes and enable agents to easily. Exercise: Explore the Asset Workspace. The issue impacts users that have updated their Chrome or Edge browser to Version 89. Build My First App Engine Studio ApplicationConfiguring a Workspace. Skip to page content. In this blogpost, we. • Access and navigate Agent Workspace. This article details the steps to make use of Advanced Work Assignment to route work items to agents in Agent Workspace based on the needed skills. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. Typically it will be a blank white page for 20-30 seconds before the workspace finally loads. Try to resize columns by dragging the separator Expected Behavior: Columns should be resizedMigrate to CSM Configurable Workspace - Product Documentation: Tokyo - Now Support Portal. Track reported issues, service requests, and maintenance plans. When you add the Insight Panel to the Agent Workspace, it appears in the Contextual Side Panel on the right-hand side. Learning Build skills with instructor-led and online training. It is achieved using an information enriched view of an issue in one interface with relevant suggestions based on Machine learning concepts like Agent Assist, Agent Intelligence, and Predictive. You will create a Workspace for the To Do application in the hands-on exercises. Learning Build your skills with instructor-led and online training. Skip to page content. Lists are not rendered/ shown in Agent Workspace - Support and Troubleshooting > Knowledge Base > Login here. CSM Agent Workspace enables you to integrate Customer Service Management with the following applications: IT Service Management (ITSM): Use this integration to create request, incident, problem, and change records from customer service cases and enable external users to view these records from the Customer and. Another Step Forward for Citrix Workspace. Skip to page content. Lists are not rendered/ shown in Agent Workspace - Support and Troubleshooting > Knowledge Base > Login here. We are always listening to our users’ needs, and we’ll continue to implement features that build on. The Agent Workspace view of the Playbook process elevates the lanes (e. Monitor case status and completions in a central workspace. Steps to Reproduce 1. Log into any Rome instance and go to Agent Workspace 2. Landing page Introduced in New York is the idea of a landing page for the. Navigate to All> UI Builder/UI Builder for Agent Workspace for HR case Management: 2. Sign in for more! There's more content available only to authenticated users. Known synonyms are applied. For the most benefit we recommend watching the Agent Chat & Advanced Work Assignment Workshop playlist in order: Agent Workspace is the command center for customer service on the Now Platform. Service Portal. Dynamic Translation not working/visible in agent workspace: Log in to the instance. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. Follow the instructions in this topic to migrate from CSM Agent Workspace to CSM Configurable Workspace. In the Happening Now section, note how many incidents are open P1 incidents. ServiceNow® Predictive Intelligence is available with ServiceNow® Agent assist by activating the com. In the Happening Now section, note how many incidents are open P1 incidents. On the App Home tab, click the Collection Tracker Workspace card. Explore Platform. Create and customize workspace pages with a single builder. Skip to page content. Sign in for. Refer to the DocumentAutomate and connect anything to ServiceNow Transform manual tasks and mundane work into digital workflows. Bring together the right agents to manage work and collaborate using one platform for IT processes. Dig deeper into Dispatcher Workspace. Special characters like underscores (_) are removed. ServiceNow Walk-up Experience is a streamlined channel to manage face-to-face IT support requests, and to improve customer experience with IT Service Desk. Use the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. 00 - $76. Deliver engaging experiences Simplify how your teams work using context-driven information and resources. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. Find detailed information about ServiceNow products, apps, features, and releases. Mega Guru. It can be one of Default View, Workspace or a custom view. Deliver engaging experiences Simplify how your teams work using context-driven information and resources. How to get Service Operations Workspace. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. setJournalEntry (input. Loading. Enter a keyword for the custom record. Virtual Agent Improve the self-service experience with conversational guidance using a chatbot. NOTE: The Suggestion Box application is used throughout this learning module to describe the concepts behind creating a Workspace. Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer. Manage alert lists in Workspace lists that are specific to Event Management alerts in Workspace are provided in the base system and are located in the Lists panel. >. HTTP Effect is used to request items from the kb_knowledge table using Table APIs and Now Design System components to make it look attractive. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. Watch this video series to learn about new feature introduced by ServiceNow that is Agent WorkSpace. Teams are ableDownload ServiceNow Agent and enjoy it on your iPhone, iPad, and iPod touch. Impact Accelerate ROI and amplify your expertise. Digitize internal processes to become more proactive, predictive, and resilient—all while maintaining security and compliance. Contextual Search in ITSM Virtual Agent Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because they are made accessible. Quebec. Work smart, work fast Surface insights and deliver intuitive information based on historical data and context. Close the Workspace browser tab. Impersonate as System Administrator. Known synonyms are applied. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. >. Impact Accelerate ROI and amplify your expertise. The client scripts needs to modified so that they work the same way in native UI. Case navigation and management become a lot easier by enabling agents to handle multiple records of several types in one single tab/window of their web browser. Configure a workspace in Workspace Builder - Product Documentation: Utah - Now Support Portal. ServiceNow's recommendation is that any new workspaces are created using a Configurable Workspace as it begins to deprecate Agent Workspace ahead of March 2024. , Instructional, manual entry and Automation flows) to an easy to follow. The difference is that only a flow configured in Process Automation Designer can be. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. About this task. View. Documentation Find detailed information about ServiceNow products, apps, features, and releases. The Activity Stream in the Agent Workspace does not show up. Figure 2: Initiate TeamViewer Unattended Connection with one click from. Then, select ServiceNow in the left navigation menu to open the configuration form. You can check out the Docs release notes for items not covered in this article. HR Agent Workspace. PROCEDURE : 1. Known synonyms are applied. 1. The component can be placed in the Workspace form using the. Multiple tabs allows agents to efficiently manage several cases at once. Select a field to include in the list. Any. Hardware Asset Manager Workspace. ServiceNow provides client-side JavaScript APIs allowing all of you to control aspects of how ServiceNow is displayed and functions within the web browser. Predict issues, prevent impact and automate resolution with AIOps. Boost agent efficiency and customer satisfaction with intelligent service automation. Associating an empty Core style record to the Polaris theme presents a white screen. Manage business services, importance and impact tolerance, scenario analysis and self-attestation. Discover Solution Watch Video. Rather than requiring users to load several applications onto their supported iOS and Android devices, users access the mobile experiences through a standard ServiceNow mobile application. Activate or deactivate transcript download. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. If you are using " UI Builder for Agent Workspace for HR Case Management", it would directly take you yo the HR Agent Workspace to configure, if you are using UI Builder, then Search for "HR Agent Workspace" from the experiences, like below: 3. Click the Submit button. Search results in agent workspace will be based on the search configuration on the workspace and the tables which results from search can be included and excluded accordingly. HR Agent Workspace. Explore the Agent Workspace Home Tab. Transform manual tasks and mundane work into digital workflows. Store Download certified apps and integrations that complement ServiceNow. Sign in for more! There's more content available only to authenticated users. Monitor case status and completions in a central workspace. “ServiceNow Customer Service Management has all the functionality we need out of the box to streamline services and unlock greater. Activation information. Skip to page content. • Install base foundation: Provide agents with a 360-degree view of a product install base and services. To edit the form, select a different type of record, or contact your administrator. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. . Documentation Find detailed information about ServiceNow products, apps, features, and releases. Unable to edit the form on Agent workspace - Support and Troubleshooting >Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. On the search result page: click on the custom record. Agent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling tier 1 agents to be more efficient. Sys ID of the record to open. Click the Submit button. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. 3) Activate the "Agent Chat" plugin. GlideAgentWorkspace (g_aw). Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps,. Dig deeper into Dynamic Translation. 1) Login to a NewYork Patch 3 instance. ServiceNow commissioned research on how AI will affect the skills of the future. The Incident workspace form is similar to the default platform Incident form. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. Steps to Reproduce 1) Open assignment_groupThe ServiceNow agent workspace surfaces relationships between accounts, contacts, consumers, and relevant industry information. Use Chat Setup to configure these features: Activate or deactivate live chat (enabled by default). Increase productivity Solve issues faster with everything you need in one place. Only [incident] and [sn_customerservice_case] have this configuration out-of-box. Loading. Activate or deactivate transcript download.