Sensitivity detection service queue mapping

  • Release version: Washingtondc
  • Updated February 5, 2026
  • 1 minute to read

    • Sensitivity detection for Now Assist for HRSD allows you to customize and modify existing filters for service queue mappings.

    To modify the existing filter to the service and queue mappings, you must copy the getFilterMetaData function in the SensitivityDetectionVAUtilSNC script include to the SensitivityDetectionVAUtil script include.

    Note:
    Any changes that you made to the SensitivityDetectionVAUtil script include take precedence over what is in SensitivityDetectionVAUtilSNC script include.

    To modify the HR service that you used to create a case, switch the HR service sysid that is associated to the filter in the filterMap object of the function.

    To modify the chat queue used by the filter, you can modify the text that is associated in queueType. The value is used to set theliveagent_esc_pre_chat_category.

    Modify the condition that is associated with your awa_queue record so that you can check the value in this field.