Ordering a catalog item using Virtual Agent

[Ubada Barmawar]

Hi all,

Iam trying to configure virtual agent topic which orders a particular catalog item, lets say 'Request ID card' catalog item. as per the video: How to order a Catalog Item in Virtual Agent in ServiceNow (Best Practice) (youtube.com)

 I tried it as below:

 and entered the sys_id of the catalog item in the input, but this isnt working and Iam getting the error below;

anyone experienced this??  , any response id highly appreciated.

Regards,

Ubada Barmawar

[Mark Roethof]

Hi there,

I don't see an error in your image. Whats the error you are referring to? Or is it just a testing mistake you are making?

[Ubada Barmawar]

Hi @Mark Roethof 

VA logs that I got. it was just a straight forward usecase, just added the OOB block "request an item" and entered the sys_id of catalog item, saved and tested it.

[Mark Roethof]

The image in your post shows the start of a conversation, it literally shows the greetings topic active. So this looks more like a testing issue, that you are testing incorrectly. Or did the topic really fail? You are not sharing that.

[Ehab Pilloor · Accepted solution]

Hi @Ubada Barmawar,

I tried the same video you mentioned and made a topic and I also faced the same issue. Turns out the topic block checks if catalog item is active and its availability for users. Go to your Catalog Item for VA in Maintain Items and check if Active is true. Also add Available for via Catalog Builder and test your VA Topic. It worked for me that way.

If you found my reply useful, please mark it as solution and helpful.

Thanks and Regards,

Ehab