Hi community good day I am working on servicenow NLU requirement , I created the NLU with two intents name as “Check Catalog 1”, "show knowledge articles” against Utterances and successfully train and published ,we are facing an architectural issue with our custom routing Virtual Agent topic on our client instance (running on a newer release with Now Assist globally enabled). In our previous PDI development, we were easily able to select the traditional NLU provider and map our custom NLU workbench Model directly via the Virtual Agent Topic Properties panel. However, on the client instance, the 'Model Type' dropdown is completely disabled and locked onto 'LLM', which completely hides the NLU Model and Associated Intent configuration sections.
Because we cannot explicitly link our custom NLU model (Now Assist model) inside the topic properties, standard runtime script APIs like getNluResult() and getPrediction() inside our decision branches are continuously executing as null. We are trying to build a hybrid framework that evaluates a custom keyword table (u_intent_router_configuration) first and then dynamically falls back on NLU intent matching for new user variations (e.g., "i require a second display screen"), but the script logic fails to trace the background intent due to this LLM property override. We have verified that NLU is globally active under Conversational Interfaces Settings and our custom model is fully trained and published. What is the best standard approach to either force-unlock the NLU properties selection on the topic level or successfully expose the live intent data to custom branch scripting under a globally active Now Assist LLM framework? Any guidance on hidden system properties or alternative dynamic intent retrieval strategies would be highly appreciated. I here are the attach the screenshots have a look for reference .
