Virtual Agent - Catalog Item Without Variables Shows Message Instead of Auto-Submitting

Amitlokre
Tera Contributor

Issue:

In our Virtual Agent, when I type "I want a mouse", it correctly displays multiple catalog item options (like Specific Mouse, Dell Compatible Mouse, etc.), which is working as expected.

Amitlokre_0-1756965967928.png

 

However, I've noticed that:

  • If the selected catalog item does not have any variables, the Virtual Agent shows a message:

    "It seems like there was no question defined on item."

    Amitlokre_1-1756965987832.png

     

     

     

Instead of showing this message, I want the VA to automatically submit the catalog item request (since there are no variables to fill in) — without requiring user input.

What I've Tried:

  • Checked the Virtual Agent Topic and dialog flow.

  • Looked at the LLM-driven "Request Catalog Item" topic logic.

  • Used a block copy of the topic to test, but it throws an error when previewed.

What I'm Looking For:

  • Where can I find the configuration or logic that generates this message?

  • How can I modify or suppress this message, and allow the catalog item to submit automatically when there are no variables?
    @Dr Atul G- LNG 

2 ACCEPTED SOLUTIONS

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Amitlokre 

Did you get a chance to review the Conversational Experience? I assume the catalog items in Virtual Agent are primarily supported and linked through the Conversational Experience.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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View solution in original post

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Amitlokre 

 

Steps to Follow:

  1. Go to Virtual Agent (VA) → Designer

  2. Open or search for the topic: Request Catalog Item (LLM)

  3. Once opened, locate the record you need to update

  4. To change the message or response, go to the UI Message section and update it as needed

 

DrAtulGLNG_0-1757075790565.png

 

 

https://INSTANCENMAE.service-now.com/now/nav/ui/classic/params/target/sys_ui_message.do%3Fsys_id%3D5...

 

DrAtulGLNG_1-1757075929601.png

 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

View solution in original post

6 REPLIES 6

Ankur Bawiskar
Tera Patron
Tera Patron

@Amitlokre 

I doubt this is feasible.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Can you please explain like what exactly the thing is why it is not feasible ? so i can invetigate according to that 

@Amitlokre 

Try searching some OOTB topic which has that message which tells no variables are defined.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Amitlokre 

Did you get a chance to review the Conversational Experience? I assume the catalog items in Virtual Agent are primarily supported and linked through the Conversational Experience.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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