How to use AI search to show incidents and RITM in Virtual agent chat

[PriyanshuVerma1]

Hey guys,

I am working with NLU, ai search and virtual agent. I am trying to show incident or ritm card directly if any use types "show me INC123456789". 

We have custom ticket status topic created where you choose whether you want to see incidents or ritm, but i feel if any user comes and type "show me INC123456789" he is directly expecting the ticket details and not want to navigate through above steps.

I created a indexed source, created new search profile for adding in "Virtual Agent Default Search Application".

Still i am not able to achieve what i want, anyone previously implemented anything like this

[Satishkumar B]

Hi @PriyanshuVerma1 
check if this helps:
https://www.servicenow.com/community/virtual-agent-nlu-forum/how-virtual-agent-be-able-to-search-eve...3

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Please Mark it helpful 👍and Accept Solution✔️!! If this helps you to understand. 

[PriyanshuVerma1]

the link is not working please provide the correct link. Thankyou