How to order service catalog through virtual agent if it contains List collector variable.

[MH3]

Hi all,

I have this requirement where I have to order a service catalog item through a virtual agent. But the problem here is that the catalog item contains list collector variables that are not supported by the virtual agent. So how to achieve this requirement?

Thank you in advance.

[Amit Gujarathi]

Hi @MH3 ,
I trust you are doing great.

To achieve this requirement, we can use the ServiceNow Flow Designer. The Flow Designer provides a graphical interface to create and automate workflows, including interactions with virtual agents and service catalog items.

Here are the steps to achieve this requirement:

1. Create a Flow in ServiceNow Flow Designer.
2. Add a Trigger to start the flow when the virtual agent initiates the request to order the service catalog item.
3. Use the "Get Catalog Items" action to retrieve the list of available catalog items.
4. Use the "Get Catalog Variables" action to retrieve the variables for the catalog item that needs to be ordered.
5. Use the "Create Catalog Task" action to create a task for the catalog item.
6. Set the variable values for the task using the values provided by the virtual agent.
7. Submit the task to order the service catalog item.

Trigger: Virtual Agent Request
Action 1: Get Catalog Items
Action 2: Get Catalog Variables
Action 3: Create Catalog Task
Action 4: Set Variable Values
Action 5: Submit Task

[Ankur Bawiskar]

@MH3 

I didn't get meaning of this line -> catalog item contains list collector variables that are not supported by the virtual agent

How it matters when you create the catalog item via script in Virtual agent?

[MH3]

Hi @Ankur Bawiskar ,

Basically, I am using 'Request catalog item' topic block and the catalog item I am ordering consists of 3 list collector variables so Virtual agent is throwing error as not valid record_id.

[Ankur Bawiskar]

@MH3 

what's the error? share the screenshot

So user is being told to share inputs as part of that topic