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]

@Steven Parker  I believe thats the answer, there has to be an unsupported variable or some UI policy/client script. 

The order of UI policies also matter.

Please mark the answer correct/helpful accordingly.

[Steve Gibb]

Did you ever get an answer to this? I'm trying to render the catalog item forms in the VA window too. Conversational experience for even simple items is not good.