Virtual agent show the user a list of open incidents

[Lior grinberg1]

Hi All,

I need your help. I would like to have a topic in virtual agent that shows the user his list of active incidents and the user can press on one of those incidents and then update the incident with comments or attachment.

How should I do it?

Thaks,

Lior Grinberg

[Ajay_Chavan]

Please check this step by step guide to help you build the new topic: https://developer.servicenow.com/dev.do#!/learn/courses/xanadu/app_store_learnv2_virtualagent_xanadu...

[kaushal_snow]

Hi @Lior grinberg1 ,

Clone the OOB Check IT Ticket Status topic (or similar), then modify it to include the above flow.....

1. Show the User Active Incidents

Use a Reference Choice node:

Data source: Incident table

Filter: caller_id = {{User}} AND state != Closed (or your active state logic)

2. Capture the Selected Incident

After the choice, use a Record Output node to display a summary card of the selected incident key fields (e.g state, number, short description).

3. Ask What the User Would Like to Do

Options like:

Add a comment / Upload an attachment / View incident status

4. Add Comment or Attachment

For comments: Use a Text Input node to let the user type their message, then a Record Action to append that comment to the incident (via work_notes or comments).

For attachments: Use a File Picker node followed by Record Action to upload the file to the incident record...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.