Can we create service request using Virtual Agent bot

[Madhura5]

Hi All,

We have a requirement where the user should be able to order a catalog item using Virtual agent chatbot. 

As of now we have created the topic flow but we are having issues in getting the response (input values) from the user and displaying it in the request.

[Mark Roethof]

Hi there,

Yes for sure this is possible. We are doing this with our Virtual Agent.

Can you share some details of what is not working in your case? Or where you are stuck?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Madhura5]

Hi Mark,

We have a catalog item to request for a Virtual Machine and the user should be able to order this item using Virtual agent chatbot. We have created a topic flow to generate the request, ritm and task. However the response entered by the user is not displayed anywhere on the ritm or task form.  

This is the code that i am using to create the service request. 

(function execute() {

var request1 = new GlideRecord('sc_request');

request1.initialize();

request1.caller_id = vaInputs.user;

vaInputs.create_request = request1.insert();

var ritm = new GlideRecord('sc_req_item');

ritm.initialize();

ritm.request = vaInputs.create_request

ritm.requested_for = vaInputs.user;

ritm.cat_item = 'f3937ada4fff0200086eeed18110c7f2';

ritm.short_description = 'Do you need a Virtual Machine?';

ritm.name_vm = vaInputs.short_description;

ritm.ram = vaInputs.ram;

ritm.cpu = vaInputs.cpu;

vaInputs.create_ritm = ritm.insert();

ritm.approval = 'Approved';

vaInputs.update_ritm = ritm.update();

return vaInputs.create_ritm

})();

We are getting VM name, CPU and RAM inputs from the user and currently I am having issues in displaying these responses on the RITM and the task generated.

The variable editor is not displayed on the RITM and task if the request is raised through chatbot. But if i create the same request manually from Service Catalog then all the variables are displayed in variable editor

[Mark Roethof · Accepted solution]

Below a script we use for a Password Reset Catalog Item. We didn't use the API which is available and is var more easy, because our Virtual Agent topic is Scoped... and the API doesn't work scoped 😞 Maybe you could use the API?

So it looks similar to what you have:
- Generate the Request manually
- Generate the Requested Item manually

Though what I'm missing in your script:
- Workflow to be triggered?
In my example: grRITM.setValue('context', grCatItem.workflow);

- Variables + Variable Relationship (which probably is the cause of your Variable Editor being empty)
In my example, look for: sc_item_option and sc_item_option_mtom

Here's an example: 

(function execute() {
    
	var catitemSysId = vaInputs.select_catalog_item;

	var optionsObj = [];

	var grVariableSet = new GlideRecord('io_set_item');
	grVariableSet.addQuery('sc_cat_item', catitemSysId);
	grVariableSet.orderBy('order');
	grVariableSet._query();

	while(grVariableSet._next()) {
		var grVariableSetVariable = new GlideRecord('item_option_new');
		grVariableSetVariable.addQuery('variable_set', grVariableSet.variable_set);
		grVariableSetVariable.addActiveQuery();
		grVariableSetVariable.orderBy('order');
		grVariableSetVariable._query();

		while(grVariableSetVariable._next()) {
			optionsObj.push(
				{
					'sys_id':grVariableSetVariable.getUniqueValue(),
				}
			);
		}
	}

	var grVariable = new GlideRecord('item_option_new');
	grVariable.addQuery('cat_item', catitemSysId);
	grVariable.addActiveQuery();
	grVariable.orderBy('order');
	grVariable._query();

	while(grVariable._next()) {
		optionsObj.push(
			{
				'sys_id':grVariable.getUniqueValue(),
			}
		);
	}

	optionsObj.join();

	// Retrieve Catalog Item
	var grCatItem = new GlideRecord('sc_cat_item');
	grCatItem.get(catitemSysId);

	// Retrieve User 
	var grUser = new GlideRecord('sys_user');
	grUser.get(vaVars.registered_for);

	// Create request
	var grRequest = new GlideRecord('sc_request');
	grRequest.initialize();
	grRequest.setValue('requested_for', vaVars.registered_for);
	grRequest.insert();

	// Create requested item
	var grRITM = new GlideRecord('sc_req_item');
	grRITM.initialize();
	grRITM.setValue('context', grCatItem.workflow);
	grRITM.setValue('request', grRequest.getUniqueValue());		
	grRITM.setValue('cat_item', catitemSysId);
	grRITM.setValue('u_registered_for', vaVars.registered_for);
	grRITM.setValue('opened_by', vaInputs.user);
	grRITM.insert();

	// Create Variable(s) and Variable(s) Ownership
	for(var i = 0; i < optionsObj.length; i++) {
		var grAnswer = new GlideRecord('sc_item_option');
		grAnswer.initialize();
		grAnswer.setValue('item_option_new', optionsObj[i].sys_id);
		if(optionsObj[i].sys_id == '2e03607e37c67600a4d212c543990e11') { // -490 // Registered for
			grAnswer.setValue('value', vaVars.registered_for);
		}
			if(optionsObj[i].sys_id == '7953ec3e37c67600a4d212c543990e7e') { // -480 // Location
				grAnswer.setValue('value', grUser.location);
			}
			if(optionsObj[i].sys_id == 'cc8428fa37c67600a4d212c543990e0a') { // -475 // Registered by
				grAnswer.setValue('value', vaInputs.user);
			}
			if(optionsObj[i].sys_id == '4cd3a0be37c67600a4d212c543990e84') { // -460 // Phone number
				grAnswer.setValue('value', grUser.phone);
			}
			if(optionsObj[i].sys_id == '8504a8fa37c67600a4d212c543990e7a') { // -450 // Cost center
				grAnswer.setValue('value', grUser.cost_center);
			}
			if(optionsObj[i].sys_id == '61b25add376ac300ea011a7943990ee5') { // 150 // Email address
				grAnswer.setValue('value', grUser.email);
			}	
			if(optionsObj[i].sys_id == '16efd347376d9f40ea011a7943990e1a') { // 200 // User ID
				grAnswer.setValue('value', grUser.getValue('user_name'));
			}
			if(optionsObj[i].sys_id == '2ec30b6237ca5380ea011a7943990e0a') { // 225 // Employee number
				grAnswer.setValue('value', grUser.getValue('employee_number'));
			}
			if(optionsObj[i].sys_id == 'b5af5307376d9f40ea011a7943990e7f') { // 350 // System
		 		grAnswer.setValue('value', vaInputs.confirm_system);
			}
			if(optionsObj[i].sys_id == vaInputs.confirm_environment) { // 400 // Production
				grAnswer.setValue('value', true);
			}
			if(optionsObj[i].sys_id == vaInputs.confirm_environment) { // 500 // Acceptance
				grAnswer.setValue('value', true);
			}
			if(optionsObj[i].sys_id == vaInputs.confirm_environment) { // 600 // Quality
				grAnswer.setValue('value', true);
			}
			if(optionsObj[i].sys_id == vaInputs.confirm_environment) { // 700 // Development
				grAnswer.setValue('value', true);
			}

		grAnswer.setValue('order', i + 1);
		grAnswer.insert();

		var grAnswerM2M = new GlideRecord('sc_item_option_mtom');
		grAnswerM2M.newRecord();
		grAnswerM2M.setValue('request_item', grRITM.getUniqueValue());
		grAnswerM2M.setValue('sc_item_option', grAnswer.getUniqueValue());
		grAnswerM2M.insert();
	}

	// Start workflow assigned to Catalog Item
	new global.Workflow().startFlow(grCatItem.workflow, grRITM, '', '');

	vaVars.record = grRITM.getUniqueValue();
    vaVars.number = grRITM.number;
    
})()

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Amruta2]

What default value to be stored for 'vaVars.registered_for' script variable?