ESC routing to undesirable page after enable Nowassist on Virtual agent

archie5
Tera Guru

Friday

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.

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Matthew_13
Kilo Sage

yesterday

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.

 

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