Log a Service Request via Virtual Agent with guided questions

[sai9845]

The objective is to enhance the Virtual Agent so it can log Incidents and Service Requests on behalf of users through a guided conversation. Instead of asking users to navigate the service catalog, the Virtual Agent should ask a series of relevant questions to gather the required information (for example, issue description, category, urgency, affected service, or other required fields) and automatically create the appropriate record.

As of now the virtual agent doesn't have the functionality to create incident. Need help on that to create INC via guided questions.

And when it comes to Service request it is creating SR's via Window method. The render type should be conversation with the fields like (Name, description, category, urgency, affected service, short description and other variables). The request should be created and aligned, should match with all the variables present in that particular catalog how we create via service portal.

And the service request should follow ITSM standard process like sending email notifications, approvals etc.

How can we achieve this ?

[lauri457]

You just need to follow these guidelines on the record producer/catalog item. Test it on your pdi by installing the itsm virtual agent conversations app and using catalog builder to preview the 'Create Incident using VA' incident record producer
https://www.servicenow.com/docs/r/servicenow-platform/service-catalog/request-topic-blocks-va.html#:...

[svirkar420]

Hi @sai9845 , The VA requirement that you have shared can be easily achieved. 

Now, VA works on the based and created topics for now. For your requirement you will have to make 2 topics one for ticket creation and other for service requesting. Use decision table as well to decide which topic VA should intialize. Publish thosse topics and try creating it. 

You will get the steps that needs be done you can simply google it.

 You can ask questions via agent to user, user can response to then and you can store the response and create the record with the user's response.

Let me know if further help is needed. 

If this response helps you mark it as accepted solution and give it a thumbs up 👍. This help me and community to find answers quickly.

Best Regards,

Saurabh V.

[sai9845]

Actually user can submit a request in the conversation mode (by answering the questions in line). How can we achieve this in real time scenario where catalog contain ui policies, client scripts, reference tables involvement.

I need an example reference how this can be achieved. If it is OOB what necessary configurational changes needs to be done.

[lauri457]

If you look at the docs link that i posted earlier you will see the restrictions for catalog items and record producers

Spoiler

The following conditions must be met when a user requests a catalog item in the conversation mode in Virtual Agent powered by NLU.

• A catalog item cannot have more than the number of questions specified in the glide.sc.conversational.request.question.limit property. By default, this number is set to 10. For more information about this property, see Service Catalog properties.

• A catalog item can have non-scripted catalog UI policies. These UI policies should be defined such that variables are affected sequentially, that is, only a variable with the lower order affects a variable with the higher order.

• A catalog item cannot have catalog client scripts that are defined for Now Mobile or Service Portal.

• Only the following variables are supported:

  • Attachment

  • Check box (A group of check box variables isn't supported)

  • Date

  • Date/Time

  • Email

  • IP Address

  • Label

  • Lookup Multiple Choice (without pricing implications and advanced reference qualifier)

  • Lookup Select Box (without pricing implications and advanced reference qualifier)

  • Multiple Choice (without pricing implications)

  • Multi Line Text

  • Numeric Scale (without pricing implications)

  • Reference (without pricing implications and advanced reference qualifier)

    Note:

    Reference type variables that correspond to a table that has more than 7000 records are not supported. The upper limit for the number of records can be specified in the glide.sc.va.reference_question_choices.limit property. By default, it is set to 7000.

  • Requested For (without pricing implications and advanced reference qualifier)

  • Rich Text Label

  • Select Box (without pricing implications)

  • Single Line Text

  • URL

  • Wide Single Line Text

  • Yes / No

  • Container variables

• The following variable attributes are supported:

  • ref_ac_order_by

  • allowed_extensions

  • max_file_size

  Note:

  All the other variable attributes are ignored in Virtual Agent.

• A catalog item can have a single-row variable set but not a multi-row variable set.