Comments on: Adding ESS Chat Capability to a Standard Homepage

By: Jim Pisello

Jim Pisello — Fri, 14 Jul 2017 16:13:34 +0000

In reply to Diego Cañete. Hi Diego, Yes, you can allow users without specific roles such as itil to read fields on tables. You would need to modify some ACL records, or possibly create some new ones, depending on your specific needs. If you're not familiar with working with ACLs, you can start with this article: Access Control Rules

By: Diego Cañete

Diego Cañete — Tue, 11 Jul 2017 15:22:40 +0000

Hi Mark,
Is possible permit see change details to user wiouth itil roll? meaning end user
example: Activity,Details or how is working on.
Beacuse, some users (key user) losting the trasability on her request.

By: Mark Stanger

Mark Stanger — Thu, 28 Apr 2016 11:13:35 +0000

In reply to Ravi. Not with the way ServiceNow has created the chat capability currently.

By: Ravi

Ravi — Thu, 28 Apr 2016 07:22:54 +0000

Hi Mark,

Is it possible to initiate a chat window just by clicking on a custom module under self service application, instead of navigating users to the cms page and then clicking on help desk chat link?

By: Mark Stanger

Mark Stanger — Tue, 15 Dec 2015 14:04:44 +0000

In reply to NanD. Not sure what the issue might be in your instance. I do know that this works in Fuji and I've tested it successfully there.

By: NanD

NanD — Tue, 15 Dec 2015 13:48:58 +0000

Hello Mark,

I have tried all these steps. But when I click on the ‘Help Desk Chat’ link on my homepage, it is not taking me to the chat box. It does nothing. It stays undisturbed.
Our instance is MSP and recently upgraded to FUJI. Please provide some light on this issue.

Thanks,
NanD

By: Brandon Williams

Brandon Williams — Fri, 18 Apr 2014 21:32:28 +0000

Thank you for the tip. It was very helpful. I have ESS configured and my users are able to initiate a chat session from their ESS homepage. I’m working on a solution for Service Desk Staff. I’m trying to insert the Service Desk Chat window from chat_desktop.do on the homepage. This way when the Service Desk staff opens their homepage they will see Users Waiting in the Service Desk Chat queue. They can simply click the button to Answer Next User right from their homepage. Anyone know how to do this?

By: Matt B

Matt B — Fri, 11 Apr 2014 16:34:22 +0000

Has anyone tried to do this same sort of thing but with a public chat room?

By: Mark Stanger

Mark Stanger — Wed, 16 Oct 2013 16:13:26 +0000

In reply to Ethan.

ServiceNow has done a pretty good job of burying that for no apparent reason. You should be able to override the image by uploading a new image of your own (32X32 size works best). The important thing is to give your image an identical name to the out-of-box image so that it overrides it. Naming your new image ‘images/sprites/i32.png’ should accomplish this. You’ll need to hit the ‘cache.do’ URL to flush your database cache after making this change. Check out this article for details on this technique.

https://servicenowguru.com/system-ui/overriding-system-images-servicenow/

By: Ethan

Ethan — Wed, 16 Oct 2013 16:05:43 +0000

Fantastic! Thank you for the quick response.

Follow up: This works perfectly for my standalone page and widget. This may be an entirely different topic (?) but how can we use this icon in place of the stock one on the header of the ESS page? The options for directly editing the HTML there seem limited and I can’t seem to find a macro for it.