I smVirtual Agent - 2 Catalog Items Render Differently

[Steven Parker]

We have ITSM Pro and I am working with Virtual Agent.  I have it about where we want it for Catalog Items, but I noticed we have most items that present like "New Monitor" and allow you to fill them out within the agent chat by clicking "Request this item":

Then we have some other simple catalog item like "New Printer" that opens in a popup window without the option to "Request this item" inline in the chat:

Looking on the catalog_item_analytics table, both items have Popup as the VA Render type.

Why would one allow inline populating of the request form and the other make you open it in a popup window?  There aren't any crazy UI polices, client scripts, or variables on either item so not sure how to resolve this.

[RaghavSh]

There are multiple things in this, check below, i believe this could answer:

https://www.servicenow.com/community/virtual-agent-nlu-forum/catalog-item-in-virtual-agent-window/m-... 

[Steven Parker]

Yea that is conversational items...I am referring to this where it brings the actual catalog item form into the Virtual Agent to be populated:

Essentially why would New Printer not present the item like this?  It's a simple item as well with no UI policies or scripts that could cause issues.

[RaghavSh]

If printer is also a conventional item it should show, there has to be some link we are missing.

There has to be some script or config being missed.

Printer is catalog item or hardware catalog item?

You need to compare both, is the category same for both items?

Please mark the answer correct/helpful accordingly.

[Steven Parker]

Category is the same for both.  The only thing different about New Printer versus New Monitor is New Printer has 3 variable sets and New Monitor only has 1.

I have tested a bunch of catalog items and they all work fine.  New Printer is the only one I've seen want to open in a popup window.