Virtual Agent not showing topics

[Warren2]

I've enabled Virtual Agent and made it available on the Service Portal, but for some reason only 2 topics are available - Live Agent Support and Virtual Agent Feedback:

I can't work out why all of out-of-the-box topics aren't available, when they're showing as Active in the Designer.

I have enabled the following plugins and haven't made any changes to out-of-the-box configuration:

• Glide Virtual Agent
• Service Management Virtual Agent Topic Blocks
• ITSM Virtual Agent Conversations

Can someone please help me configure the VA so that all topics are available? I'm sure it's something simple. Thanks

[Pranesh072]

Navigate to sys_cs_topic table and "is topic visible" to true

[Mark Roethof]

Hi there,

If I look at the image you shared, it only shows setup topics and topic blocks. These will not be visible in the topic picker (also depending on the conditions), this is correct behavior.

Do you also have actual topics on your instance? And are these active?

You do mention having installed "ITSM Virtual Agent Conversations". I don't actually see any topics for this in the image you shared.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Mark Roethof]

Hi there,

Any update on my response? Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Mark Roethof]

Hi there,

Any update on my response? Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, article list