How to map Incident & Request created from Virtual agent should be assigned to helpdesk group.

mania
Tera Contributor

‎02-01-2024 11:43 PM - edited ‎02-01-2024 11:43 PM

Hi,

 

How to map Incident & Request created from Virtual agent should be assigned to helpdesk group.

 

Can anyone please help on this, It will be helpful.

 

Thanks in Advance!

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shloke04
Kilo Patron

‎02-02-2024 02:23 AM

Hi @mania ,

 

It's not clear from your question how does the UI looks like within Virtual agent which you are leveraging to create incident / request. Is it using OOTB topics to do this or custom topics are created?

 

Please refer below thread and see if this helps:

 

https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-populate-the-assignment-group-wh...

 

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke
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mania
Tera Contributor
In response to shloke04

‎02-02-2024 02:58 AM - edited ‎02-02-2024 02:58 AM

@shloke04 

Thanks for your responding!

Here I have a query, Actually I have Helpdesk group that is active only but In my assignment group field I am not find Helpdesk group on RITM and also checked in incident assignment group field its showing that Helpdesk group.

Do you know what is the reason it will happening like that if yes can you please share the lines. It will be helpful.

 

Thanks!

Mania

 

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