ServiceNow Chat transcripts not saving

Storage issues or configuration errors.

Understanding ServiceNow

ServiceNow is a powerful cloud-based platform designed to help organizations manage digital workflows for enterprise operations. It is widely used for IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM). One of its key features is the ability to facilitate communication and collaboration through chat and communication tools.

Identifying the Symptom

In some instances, users may encounter an issue where chat transcripts are not being saved. This can be a significant problem as it hinders the ability to maintain records of communication, which is crucial for auditing and reference purposes.

What You Might Observe

Users may notice that after a chat session ends, there is no record of the conversation in the expected storage location. This can lead to confusion and a lack of accountability in communication.

Exploring the Issue

The problem of chat transcripts not saving can often be traced back to storage issues or configuration errors within the ServiceNow platform. These issues can prevent the system from properly storing chat data.

Common Causes

  • Insufficient storage space available for saving transcripts.
  • Incorrect configuration settings that prevent data from being stored.

Steps to Resolve the Issue

To address the issue of chat transcripts not saving, follow these detailed steps:

Step 1: Check Storage Availability

Ensure that there is adequate storage space available for saving chat transcripts. You can do this by:

  • Logging into your ServiceNow instance.
  • Navigating to Instance Storage Management.
  • Reviewing the current storage usage and ensuring there is sufficient space.

Step 2: Verify Configuration Settings

Check the configuration settings related to chat and communication tools:

  • Go to the Chat Configuration page.
  • Ensure that the settings for saving transcripts are correctly configured.
  • Adjust any incorrect settings and save changes.

Step 3: Test the Solution

After making the necessary changes, conduct a test to ensure that chat transcripts are now being saved correctly:

  • Initiate a chat session and end it.
  • Verify that the transcript is saved in the designated location.

Conclusion

By following these steps, you should be able to resolve the issue of chat transcripts not saving in ServiceNow. Ensuring proper storage and configuration settings is key to maintaining effective communication records. For further assistance, refer to the ServiceNow Community for additional support and resources.

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