CSM: Virtual Agent given links open up in "/csp" instead of "/csm"

[soumyagupta]

Hello all,

We are facing some issues in virtual agent provided knowledge article link redirection.

CSM: If a Customer Contact asks Virtual Agent for some query, then KB article links provided by VA open up in "/csp" instead of "/csm", even after configuring URL navigation which results in a "security constraints" error page for end users.

Any help will be appriciated.

Regards,

Soumya.

#csm #virtualagent

[Rahul Talreja]

Hi @soumyagupta ,
Have you made the changes in Contextual search topic?

[soumyagupta]

No, its read-only and OOB.

[Rahul Talreja]

Follow the steps below:
1. Check if the virtual agent lite version is currently installed. You need to install the full version. The redirection will not work in the lite version.
2. You can do this via the plugin - sn_itsm_va
3. Navigate to virtual agent designer, and open the contextual search topic
4. Clone/duplicate the topic
5. Open the flow for the cloned topic.
6. Click on the block which says - Display multi-link
7. Open the Link List Value Expression section
8. Replace line 6 from portal: vaInputs.portal to portal: "sp"
9. Run the topic and the links will now open in portal view.

[soumyagupta]

Hello,

It did not worked. And after updating it, it started to redirect "/esc" portal kb article links to "/csp".