Issue Auto Resolution Topic in VA
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
03-08-2023 12:01 PM
We'd like to change content for Topic: Issue Auto Resolution. I duplicated it, made the changes and published it. But I cannot deactivate OOB topic. When I test by type: Show Notification, my customized topic "Issue Auto Resolution" wasn't get triggered. instead, OOB topic: Issue Auto Resolution was got triggered.
It looks like topic "Show Notification" triggers topic "Issue Auto Resolution", and "Show Notification" doesn't recognize the customized topic name. Since "Show Notification" is a hidden topic, we cannot make change on it.
Overall, it is no way to change the response message that display in topic: Issue Auto Resolution
Does anyone have the different experience?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
03-09-2023 05:09 AM
It sounds like you have created a duplicate of the "Issue Auto Resolution" topic and made changes to it, but the original topic is still active and being triggered instead of your custom version.
To ensure that your customized topic is used instead of the OOB topic, you may need to modify the business rule or script that triggers the "Issue Auto Resolution" topic. You can try modifying the condition that determines which topic to trigger to include your custom topic.
If modifying the business rule or script is not feasible, you can try disabling the OOB topic "Issue Auto Resolution" instead. To do this, you can navigate to the "Topics" module in the ServiceNow application navigator, find the "Issue Auto Resolution" topic, and deactivate it. Then, you can test your customized topic to ensure it is triggering correctly.
If you are still unable to modify the response message that is displayed in the "Issue Auto Resolution" topic, you may need to consider creating a new topic with a different name and modifying the business rule or script to trigger the new topic instead.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
03-13-2023 11:50 AM
Topic "Issue Auto Resolution" isn't triggered by business rule or script. It cannot be deactivated either.
It is triggered by topic "Show Notification". Topic "Show Notification" is hidden from us by SNOW.
I hope the content in Topic "Issue Auto Resolution" can be changed.
