ESC routing to undesirable page after enable Nowassist on Virtual agent
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-09-2026 12:12 PM
ESC is routing to undesirable page after enable Nowassist on Virtual agent on dev - When I search for a suggested catalog item it routes me to /com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id= whereas in Prod iots correctly routing me to the /esc?id=sc_cat_item&sys_id=sysidtable=sc_cat_item&searchTerm=general%20questions
We have not enabled VA on Prod yet. Why is this change in behavior? VA on Service Portal is working fine though.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-10-2026 11:24 PM
Once Now Assist is enabled, Virtual Agent starts using a different link-generation path. If ServiceNow cant clearly tell that the conversation is happening in ESC it falls back to a native catalog URL (com.glideapp.servicecatalog_cat_item_view.do). That’s why Dev is routing differently.
Prod still routes correctly because:
Now Assist is not enabled
VA is still using the ESC portal context, so links are generated as /esc?id=sc_cat_item…
VA on Service Portal works because /sp has its own routing rules and doesn’t rely on the same ESC mappings.
What to check/fix (OOB):
Make sure Dev has the correct ESC portal context for the VA channel
Compare portal URL mappings between Dev and Prod (table: sys_cs_portal_url_mapping)
Missing or incorrect mapping causes the fallback to native UI links
Bottom line:
Enabling Now Assist changed how VA builds links. Dev is missing the ESC routing context, so it defaults to native catalog URLs.
@archie5 - Please mark Accepted Solution and Thumbs Up if you found Helpful!!
