Order Catalog Items from Virtual Agent

[VisheshK]

I need to create a virtual agent which will help raising request from different catalog items. Do we need to create different flow for each catalog or is there a way to use them in one place. If yes, then how can we, I used OOB 'Request catalog item' topic but it's not look to be working

[pratikjagtap]

Hi @VisheshK ,

• 1.Configure the Catalog Items for VA
  Make sure your catalog items:
• Are visible in the Service Portal
• Use standard variable types (like string, choice, reference, etc.)
• Avoid complex catalog client scripts that rely on DOM or advanced UI policies
• 2.Check Topic Block in Studio:
  Go to Studio > Virtual Agent Designer
• Find the topic: "Request Catalog Item"
• This uses the Catalog Item Selector block to search and select items

If it’s not working:

• Ensure the user you're testing with has access to the items
• Try adding a debug log inside the script to verify the available items
• 3.Customize the Flow Behind It (if needed)
  You can create one Flow Designer Flow that uses Inputs dynamically:
• Input: cat_item_id
• Use Look Up Record → sc_cat_item using that ID
• Use Create Record in sc_req_item or call the Service Catalog > Order Guide action

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Pratik