Virtual Agent open record from Search Results/Table

[Joseph Warner]

Within the Virtual Agent I am able to display filtered/search results using the "Table" or "Card" response, however, there is no ability for the user to click on a result and be directed to that record. Is there an OOTB approach in Virtual Agent to allow a user to click on a result, for example in the "Table" response, and be directed to that record either in a portal or viewing the record in the list directly?

[Dan H]

Hi,

Have you seen this knowledge article? It might help a lot with this requirement: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743562

If my answer has helped or solved your query please mark it as so.

[Joseph Warner]

The kb article mentioned above provides an example script response. So there is no way to do this without writing custom script?

[Dan H]

Hi Joseph,

I am looking at the OOTB topic for Checking IT tickets [incidents/requests]

Once it has found an incident, it is showing the incident card with a link in the top right.

(function execute() {

    var tableName = vaVars.table_name;
    var recordId = vaVars.sys_id;

    var link = '';
    var screenId = '';
    if (vaVars.portalName === 'mesp') {
        var mobileDLink = new global.MobileDeepLinkGenerator('request');
        if (tableName == 'sc_req_item')
            screenId = '7516f9d787232300e0ef0cf888cb0b4d';
        else if (tableName == 'sc_request')
            screenId = '276dd3edb79033001befcd58de11a9c7';
        else if (tableName == 'incident')
            screenId = 'ebb94d9c0f2033001befa68ca8767e4e';
        else
            screenId = 'd39eb2db87772300e0ef0cf888cb0bcb';

        link = mobileDLink.getFormScreenLink(screenId, tableName, recordId);
    } else {
        link = vaVars.baseUri + vaVars.portalName + "?id=ticket&table=" + tableName +"&sys_id=" + recordId;
    }

    var title = '';
    var subtitle = '';
    var fields = [];

    var gr = new GlideRecord(tableName);
    gr.addQuery('sys_id',recordId);
    gr.query();
    title = gr.getClassDisplayValue();
    if(gr.next()){
        subtitle = gr.number.toString();
        if( !gs.nil(gr.getDisplayValue('short_description').toString()) ){
            fields.push({"fieldLabel": gr.getElement('short_description').getLabel(), "fieldValue": gr.getDisplayValue('short_description').toString()});
        }
        fields.push({"fieldLabel": gr.getElement('state').getLabel(), "fieldValue": gr.getDisplayValue('state').toString()});
        if( !gs.nil(gr.getDisplayValue('assigned_to').toString()) ){
            fields.push({"fieldLabel": gr.getElement('assigned_to').getLabel(), "fieldValue": gr.getDisplayValue('assigned_to').toString()});
        }
        fields.push({"fieldLabel": gr.getElement('sys_updated_on').getLabel(), "fieldValue": gr.getDisplayValue('sys_updated_on').toString()});

        var count = 0;
        var grComments = new GlideRecord('sys_journal_field');
        grComments.addQuery('element_id', recordId);
        grComments.addQuery('name', tableName);
        grComments.addQuery('element', "comments");
        grComments.orderByDesc('sys_created_on');
        grComments.setLimit(vaVars.max_comment_count);
        grComments.query();
        while (grComments.next()) {
            var commenter = [];
            var user = new GlideRecord('sys_user');
            user.get('user_name', grComments.sys_created_by);
            var userName = user.getDisplayValue("name");
            commenter.push(userName);
            var now = new GlideDateTime();
            var schedule = new GlideSchedule();
            schedule.load('38fa64edc0a8016400f4a5724b0434b8');
            var start = new GlideDateTime(grComments.getValue("sys_created_on"));
            var duration = schedule.duration(start, now);
            if (duration.getRoundedDayPart() > 1)
                var elapsedTime = gs.getMessage("{0} days ago", [duration.getRoundedDayPart()]);
            else if (duration.getRoundedDayPart() == 1)
                var elapsedTime = gs.getMessage("{0} day ago", [duration.getRoundedDayPart()]);
            else
                var elapsedTime = gs.getMessage("{0} ago", [duration.getDisplayValue()]);

            var comment = grComments.value.replace(/<\/?[^>]+(>|$)/g, "");
            var comments = [ commenter, " - ", elapsedTime, " : ", comment];
            var displayComments = comments.join("");
            if(displayComments.length >= vaVars.comments_length) {
                var editComments = [ displayComments.substring(0, vaVars.comments_length) , '...' ];
                displayComments =  editComments.join("");
            }
            
            if(count == 0) {
                fields.push({"fieldLabel": gr.getElement('comments').getLabel(), "fieldValue": displayComments});
            } else {
                fields.push({ "fieldValue": displayComments});
            }
            count++;
        }
    }
    
    var card_data = JSON.stringify({
            "title":title,
            "subtitle":subtitle,
            "fields":fields,
            "url":link.toString()
      });
    return vaSystem.renderCard("Card", card_data); 
})()

The link is defined:

link = vaVars.baseUri + vaVars.portalName + "?id=ticket&table=" + tableName +"&sys_id=" + recordId;

and then set to the var card_data.url field, which is passed as a parameter to vaSystem.renderCard("Card", card_data); at the end of the script.

So ultimately, I don't think there's really another approach as close to this one is OOTB. Ofcourse, if you were to use a script like this, you can change what is defined as the "link" to meet your requirement.

If my answer has helped or solved your query please mark it as so.

[Joseph Warner · Accepted solution]

I will have to write a script. Understood.