Need Help Editing and Finding the links generated in Dynamic Greeting Topic

[Wardma]

Hello Fellow Devs, 

Im developing and personalizing the Virtual Agent for my company. I have been to several other posts that were helpful in finding the information I needed. This one issue however, is very elusive. In the Dynamic Greeting topic, I've been trying to modify the link in which the output "You have X Open Issues" being that X Open Issues is a link that takes the end user to a page called "...service-now.com/myit_sp?id=my_requests". Ive located the node that controls this link and updated the vaVars.PortalName to reflect my companies portal end user home page as specified in the URL myit_sp?. Below is the link in which I want to bring my end users to, to see their open tickets. 

Here is the portal of script I've modified; 

(function execute() {

return new global.VATopicsHelper().openTicketsStatus(vaContext.deviceType, vaContext.getRequesterLang(), vaVars.portalName + 'id=my_open_tickets');

})()

This node is "Tickets Status" located below the Request Count as seen in the screen shot. Even after modifying the link to point to the page I want the end user to end up at it still produces the below adding the "%3Fid%3Dmy_requests" to the URL which I do not want. I cannot find this anywhere within the script and its been about 2 weeks. 

What it produces;
service-now.com/myit_sp?id=my_open_tickets%3Fid%3Dmy_requests

What I want; 

service-now.com/myit_sp?id=my_open_tickets

Any advice would be greatly appreciated. 

[Wardma · Accepted solution]

REF: 

 

Loudigi

Mega Guru

Options

Monday

Check the Service Portal -> Page Route Maps. There could be a page route entry that will override anything ment for my_requests. Also, can you share your code for Open Ticket Script that generates the links?

Solved: Re: Having trouble finding the links generated in ... - ServiceNow Community