How to change the link of the virtual agent's card to a different portal page

[NITHESHWARK]

Hi All, 
Thanks in advance.

I am currently work on the Virtual Agent flows. In my flows I am using Bot Response Cards in order to show the tickets[incident, Case or HR Case] information. If the number on the card is clicked then its Currently getting navigated to the default OOTB page. This is the following link of that OOTB page.

"<Instance URL><Portal>?sys_id=4f79199647ce6a10d964sd0706dsshdhd325&id=ticket&table=incident "

I want to change the above page and the link should be redirected to an different page and different portal I want to know where to do these customization or configurations. my expectation is it should be redirected to the following link.

"<Instance URL><Portal>?id=standard_ticket&table=incident&sys_id=4f79199647cadcnd96491dhds70dshbd4325 "

Thank You

[Abhishek Pal]

Hi @NITHESHWARK ,

The supported solution depends on your ServiceNow release.

For Zurich and later releases, use the OOB URL Navigation configuration. You do not need to modify the Bot Response Card or clone the Virtual Agent topic.

Recommended configuration:

1. Navigate to:

Conversational Interfaces > Settings

2. Under URL Navigation, select:

View All

3. Create a new mapping with:

Description:
Incident card to Standard Ticket page

Type:
Custom Mapping

Table:
Incident [incident]

Portal:
Select the target portal

Value:

/your_portal_suffix?id=standard_ticket&table=incident&sys_id={{data.sys_id}}

Replace your_portal_suffix with the URL suffix of the required portal.

For example:

/csp?id=standard_ticket&table=incident&sys_id={{data.sys_id}}

4. Save the mapping and test the Virtual Agent card again in a new conversation.

5. Create separate mappings for other tables if required.

For a CSM Case:

/your_portal_suffix?id=standard_ticket&table=sn_customerservice_case&sys_id={{data.sys_id}}

For an HR Case, create a mapping for the applicable HR Case table and use the portal page supported by your HR portal.

Important considerations:

- Confirm that the standard_ticket page exists in the target portal.
- Verify that the user has ACL and portal access to the target record.
- Test with a non-admin user.
- URL Navigation mappings can affect links for the selected table across Virtual Agent, Live Agent, notification cards, and AI Search results.
- Do not modify the OOB Bot Response Card component or hard-code the instance hostname.

If the requirement applies only to one specific card or topic, do not create a global table mapping. Replace the Record Card with a Link Bot Response and generate the URL dynamically:

'/your_portal_suffix?id=standard_ticket&table=incident&sys_id=' + vaVars.incident_sys_id

The Link Bot Response allows you to define the URL directly.

For releases where URL Navigation is unavailable or the Record Card does not honour the mapping, use a Link Bot Response or Script Output. The standard Record Card does not provide a separate property for overriding its generated record URL.

Recommended decision:

Change links for all cards of a table
-> URL Navigation custom mapping

Change the link for only one topic/card
-> Link Bot Response with a dynamic URL

Avoid modifying OOB Virtual Agent components or portal widgets.

Hope this helps!

If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.

Kind Regards,
Abhishek Pal