Conversational Interfeaces - URL Navigation/Target Location/URL Pattern

[Wardma]

Hello Any and All, I am looking to modify the URL Pattern in parent window using the Service Portal rather than the /now/virtual-agent/content/catalog,forms,knowledge/ 
Im not sure where these URL's are being passed so I can modify their destination. I dont want the virtual agent to use the above link instead I want it to use the service portal's corresponding pages. 

I want to replace the URL Pattern with my own.

[Wardma]

In conversational interfaces, if you do not modify the script include as its ment to be a dynamic array to produce the proper url for various records (our instance was customized so this was an issue), youll want to visit URL navigation in the settings and update the URL according to your targeted URL. Additional note here, take a look at how the link is structured in terms of the dynamic link thats out of box. Manipulate the link to maintain its dynamic link structure to point to the appropriate place.

[Steven Parker]

Did you ever figure out the Target Location updates?  I want to do the same exact thing you are trying to do and making glide.sc.va.render_type.legacy = true eliminates the ability to use "inline request forms" in virtual agent.  Everything opens in a new window/tab to the employee center with that system property set to true.

[k_lutz]

Hi Steven,

SN opened a PRB on it and its listed as "investigating" but no real update on it. We have everything switched over to non-conversational at this point. We plan to revisit when we get more of an update from SN.

[Steven Parker]

So I guess our only solution now is to glide.sc.va.render_type.legacy = true....Not ideal...That stops the inline filling out of a request form directly in the agent which is useful for Microsoft Teams integration among other places.

I am not sure why ServiceNow would, by default, would open a "Request this item" link to a Catalog Item in the Virtual Agent in some Virtual Agent catalog window/tab as opposed to just opening the actual catalog item request form in the active default Portal.  Seems like they created more work for themselves without needing to.

[k_lutz]

That was out thought too as it seems very jarring from a user perspective. I will update this post if we get an update on our PRB.