In Virtual agent,the case number link that is in card response needs to take me to another portal

[Nive G]

In virtual agent,the card response shows the case number and when clicking on it its taking me to sp portal. I tried to change the OOTB URL navigation of "URL mapping for HR cases" from esc to the new portal that I have created  which is present in the conversational interface.

I am using new portal "demo1" but clicking on the case number taking me to sp portal.Can we change this where I need to show the ticket details on demo1 and not on sp portal.

[Faizeal Mohamed]

Hi,

Please check the property sn_itsm_va.com.snc.itsm.virtualagent.portal_url  value, based on this property its navigate to the portal.

If you want to customize the card with custom links, kindly write a script and push into json.

Thanks,

Faizeal.

[Nive G]

I tried changing value in sn_itsm_va.com.snc.itsm.virtualagent.portal_url but its still taking me to sp portal.

[Faizeal Mohamed]

Hi,

Servicenow suggested to use scripted output for card, even if you changed the portal value in property and the system should redirected to SP, so make a duplicate of your topic and create a scripted output with genrate custome link and fields. 

Please refer the below article.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743562

Thanks,

Faizeal.

[Ritu gedam]

Hi Is there any update on this. I am trying to implement same functionality with Virtual agent lite