Change topics order in Virtual Agent "See All Topics" ?

Eric C_ · ‎11-28-2018

Hello,

On Service Portal, does someone know how to change the order of the topics displayed when I click on "See All Topics" after the greeting messages ?

I could not find any parameter and when I create a new topic it is randomly put in the list.

Thank you all !

Mark Roethof · ‎05-10-2019

Hi there,

We had a similar question and raised it with Hi. The case is closed now, "solution" being:

Hi Mark,

I have completed my investigation regarding this case. Please find all the details about the issue and its resolution below.

Issue: Virtual Agent order Topics

Solution: 
Thank you so much for your patience with this case. The development team has confirmed that PRB1331125 is fixed in New York release and the topics will be sorted alphabetically. 

I have verified the solution and reverted back all the changes I have made, if any. Please apply this solution in all the instances that have this issue.

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

Kind regards,
Mark

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

View solution in original post

Mark Roethof · ‎05-17-2019

Hi there,

Did my answer solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your problem. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark

---

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

---

~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

Eric C_ · ‎05-17-2019

Thank you

Julia Baus · ‎10-22-2020

We actually have the requirement to not sort alphabetically, but by importance. As far as I can see that feature is not available. I have created an idea for this:

https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=6a7a0c41db8cac104aa5d9d968961906&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests

Posting it here in case someone has a similar requirement