How to restrict a Virtual agent topic block for users on location based

[SakshiSharma]

Hi Experts,

I am working on Virtual agent topics and topic blocks.

I have successfully restricted topic visibility using a visibility script. For example, I have a script that hides specific topics for Canada users.

However, I now have a requirement to restrict only one specific Topic Block (the "Create HR Case" topic block) for Canada users.

The issue is that I cannot find any option on the Topic Block configuration to apply a visibility script or user criteria similar to what is available on Topics.

Requirement:

• Hide the "Create HR Case" topic block for users from Canada.

Question: Is there any out-of-the-box way to apply User Criteria or visibility scripting directly on a Topic Block?

Any guidance or best practices would be greatly appreciated.

Thanks in advance!

[alikumailma]

Hi,

I don’t think there’s an out-of-the-box option to apply visibility scripts or User Criteria directly to an individual Topic Block, as you can with Virtual Agent topics.

One workaround would be to add a condition in the topic flow to check whether the user’s country is Canada and skip the “Create HR Case” block for those users. This way, you can keep the rest of the topic blocks accessible without hiding the entire topic.

It would be worth checking whether your ServiceNow version supports any additional Topic Block visibility options, too.