Request Catalog item from Virtual Agent
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02-19-2023 10:40 PM
Hi All,
Need to request one particular Catalog Item from Virtual Agent.
Show Catalog Item name
Describe Variables in Script
Create REQ, After clicking on REQ it redirects to ESC portal and it will show RITM (show SCTASK with workflow)
For above details where we need to describe
Virtual Agent Flow?
what are the components need to use?
Please send detailed process
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02-19-2023 10:51 PM
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02-19-2023 10:54 PM
I Need detailed Flow
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02-19-2023 10:57 PM
Hi @Lakshmi Tella ,
You will need to try at your end first with the links i shared as a reference for your help. Then if you face an issue, we will help you.
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02-19-2023 11:20 PM
To request a particular catalog item from Virtual Agent, you can follow these steps:
- Virtual Agent Flow: Create a new flow in Virtual Agent to request the specific catalog item. Within the flow, use the "Catalog Search" action to find the catalog item by name and return the item's details (including the name).
- Catalog Item Name: The name of the catalog item should be displayed in the Virtual Agent flow.
- Variables in Script: If the catalog item has variables, you can prompt the user to provide those values within the flow. You can use the "Ask for Information" action to collect the variable values and store them in variables.
- Create REQ: After the user has provided all necessary information, you can create a request in ServiceNow by using a REST message or other appropriate method. You can create a record of type 'sc_request' with the appropriate field values, including the catalog item and any variable values.
- ESC Portal: You can redirect the user to the Service Catalog portal to view their request after it is submitted. If you want to show the associated RITM and SCTASK, you'll need to customize the portal to display those fields. You can also configure the workflow to send notifications or perform other actions when the request is submitted.
The components you'll need to use to accomplish this process include:
- Virtual Agent: You'll need to create a flow in Virtual Agent to collect the necessary information and request the catalog item.
- Catalog Item: Identify the name of the catalog item you want to request.
- Variables: If the catalog item has variables, you'll need to define those variables in the flow and prompt the user for their values.
- Request: Create a new record of type 'sc_request' to initiate the request and provide the appropriate field values.
- Service Catalog portal: Customize the Service Catalog portal to show the associated RITM and SCTASK.
- Workflow: Configure the workflow to perform any necessary actions (e.g. notifications) when the request is submitted.
Overall, these components work together to enable users to request a specific catalog item from Virtual Agent and track the request in ServiceNow.
Thanks
Abi
