Virtual Agent API – HR Case Categories limited to 10 results (paginationBreak)

[Andr_1]

Hello everyone,

I have configured the Virtual Agent API in my ServiceNow instance and I am currently testing the integration using Postman. So far, the connection is working as expected.

My Virtual Agent is using the HR scope, and I have a requirement related to opening an HR Case via the Virtual Agent API.

When the bot asks the user to select a category for the HR Case, the API response returns a list of available categories. However, I noticed that:

• I have 15 HR categories configured in the system
• The API response only returns the first 10 categories
• In the response payload, I can see the parameter "paginationBreak": 10

Because of this limitation, only the first 10 categories are displayed to the user, and the remaining ones are not available for selection.

My questions are:

• Is this pagination limit (paginationBreak = 10) configurable?
• If so, where can it be changed so that all categories are returned in the API response?
• If not, what is the recommended approach to retrieve or display all HR categories when opening an HR Case via the Virtual Agent API?
  
  

This is the original payload I am sending:

{

    "requestId": "1234567",

    "token": "LWFGG6?xVf7uZ47Z",

   "action": "START_CONVERSATION",

    "message": {

        "text": "",

        "typed": true

    },

    "userId": "xxxxxxxxxx",

    "emailId": "xxxxxxxxxx",

    "contextVariables": {

        "requester_session_language": "en"

    }

}

response:

{

    "requestId": "1234567",

    "message": {

        "text": "",

        "typed": true

    },

    "userId": "xxxxxxx",

    "interactionId": "9ced2eb9c36fb65047e2554bb0013155",

    "body": [

        {

            "uiType": "ActionMsg",

            "actionType": "StartConversation",

            "conversationId": "50ed2eb9c36fb65047e2554bb0013154",

            "messageId": "20ed2eb9c36fb65047e2554bb001318a"

        },

        {

            "uiType": "Picker",

            "group": "DefaultPicker",

            "required": true,

            "nluTextEnabled": false,

            "label": "Please choose the category that best matches your question...",

            "scriptedData": null,

            "multiSelect": false,

            "rawSynthesizedResultAsString": null,

            "smartLinksMetadata": null,

            "hideControl": false,

            "itemType": "List",

            "options": [

                {

                    "label": "Return to main menu",

                    "value": "return",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "My personal details & requests",

                    "value": "eff43bbbdb6dfb005b8e5947f49619bf",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "My pay, benefits & recognition",

                    "value": "b570500cdbbdfb005b8e5947f4961966",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "My time off or other type of absence",

                    "value": "f333d48cdbbdfb005b8e5947f49619ac",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "Performance management",

                    "value": "4dd0cdc6dbedb7005b8e5947f4961943",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "Promotions, demotions or lateral moves",

                    "value": "d6fa0094dbb133005b8e5947f496194d",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "Learning  & development",

                    "value": "89ae68cadbadb7005b8e5947f49619a0",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "My travel & expenses",

                    "value": "d8071040dbfdfb005b8e5947f4961925",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "Hiring & onboarding employees",

                    "value": "5865d000dbfdfb005b8e5947f49619e5",

                    "renderStyle": "data",

                    "enabled": true

                },

                {

                    "label": "End of employment",

                    "value": "fe3b0094dbb133005b8e5947f4961950",

                    "renderStyle": "data",

                    "enabled": true

                }

            ],

            "pageNumber": 1,

            "hasNextPage": true,

            "hasPreviousPage": false,

            "paginationBreak": 10,

            "totalSearchResultsCount": 0,

            "style": "list",

            "totalResultsCount": 15,

            "messageId": "8ded2eb9c36fb65047e2554bb00131a3"

        }

    ],

    "score": 1

}

Any guidance or best practices would be greatly appreciated.

Thank you in advance.
André