How to restrict topic in virtual agent on service portal side.

[Pranay Verma]

Hello Team,

I have two topics in virtual agent so one topic is visible in teams virtual agent but same topic i do not want to make it visible on service portal side.

So please give me some ideas to achieve it.

[Dr Atul G- LNG]

Hi @Pranay Verma 

Might be helpful

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0996639

https://www.servicenow.com/community/developer-forum/set-user-criteria-on-virtual-agent-topics/m-p/1...

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/task/...

[Ahana 01]

Sure, you can control the visibility of Virtual Agent topics based on the channel (Teams, Service Portal, etc.) by using the 'Channel' field in the Topic table. Here are the steps:

1. Navigate to Virtual Agent > Designer.
2. Open the topic that you want to restrict.
3. In the Topic form, locate the 'Channel' field.
4. This field is a multi-select box where you can select the channels where this topic should be available.
5. If you want the topic to be available only on Teams, select 'Teams' and remove other channels like 'Service Portal'.
6. Save the changes.

Please note that the 'Channel' field is available starting from the 'New York' release of ServiceNow. If you are on an older version, you might need to create a custom solution to achieve this.

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[Rajdeep Ganguly]

Sure, you can control the visibility of Virtual Agent topics based on the channel (Teams, Service Portal, etc.) by using the 'Can User Access Topic' script in ServiceNow. Here are the steps:

1. Navigate to Virtual Agent > Designer.
2. Open the topic that you want to control.
3. In the topic, go to the 'Can User Access Topic' script field.
4. Write a script that checks the channel from which the user is accessing the topic. You can use the 'gs.getProperty' method to get the channel name.
5. If the channel is 'Teams', return true; if it's 'Service Portal', return false. This will make the topic visible in Teams but not in Service Portal.

Here is a sample script:

javascript
(function execute(inputs, outputs) {
var channel = gs.getProperty('channel.name');
if (channel == 'Teams') {
return true;
} else if (channel == 'Service Portal') {
return false;
}
})(inputs, outputs);

Please note that this is a simplified example and you might need to adjust it based on your exact requirements and ServiceNow setup.

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