Virtual Agent topic

[Dhanush Rao K]

Hi all,

        At present the topic related to "Submit the request" is deprecated.

          Whether any new upgrade or release is available.

            Oresle which is the best practice to use the topic which is similar to Submit the request.

Regards,

Dhanush

[Rajdeep Ganguly]

As a ServiceNow expert, I can tell you that the "Submit the request" topic is not deprecated. It's a fundamental part of ServiceNow's IT Service Management (ITSM) module. However, the way you submit a request might change based on the version of ServiceNow you are using or any customizations you have made to your instance.

Here are some best practices for submitting a request in ServiceNow:

1. Use the Service Catalog: The Service Catalog is a module in ServiceNow where users can submit their requests for goods or services.

2. Use the Request Management module: This module is designed to handle all types of service requests, including those for IT services.

3. Use the Self-Service Portal: The Self-Service Portal is a user-friendly interface where users can submit their requests.

4. Use the Mobile App: ServiceNow also has a mobile app where users can submit their requests.

5. Customize the Request Form: You can customize the request form to suit your organization's needs. This might include adding or removing fields, changing the layout, or adding instructions for users.

6. Automate Request Fulfillment: You can use ServiceNow's workflow engine to automate the request fulfillment process. This might include automatically assigning requests to the appropriate team, sending notifications to users, or updating the status of the request.

7. Use the REST API: If you need to submit requests from an external system, you can use ServiceNow's REST API.

8. Keep your ServiceNow instance updated: ServiceNow releases new versions of its software twice a year. These updates often include improvements to the request submission process.

9. Train your users: Make sure your users know how to submit requests in ServiceNow. This might include providing training or documentation.

10. Monitor and improve: Use ServiceNow's reporting and analytics features to monitor the request submission process and identify areas for improvement.

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[Dhanush Rao K]

Hi Rajdeep,

                Currently we are working on Teams to ServiceNow integration via Virtual agent chatbot. We have a requirement to submit the request form teams itself, For that we have found "Submit a request" topic. But I could able to see that the topic is Deprecated. Whether any new upgrade or release is available related to this topic. Oresle which is the best practice to use the topic which is similar to Submit the request.

I have attached a file related to Virtual agent deprecated topic 'Submit a request" for your reference, Please refer it.

Regards,

Dhanush