When you click in the open issues it should the directs to the custom URL on virtual agent in ESC

mania
Tera Contributor

‎03-01-2024 02:13 AM - edited ‎03-01-2024 02:14 AM

Hi,

 

When you click in the open issues it should the directs to the custom URL on virtual agent in ESC portal so for that where to change the custom URL(abc.com/).

Can anyone please help on this query.

mania_1-1709287950685.png

 

Thanks in Advance!

 

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3 REPLIES 3

Community Alums
Not applicable

‎03-01-2024 02:17 AM

Hi @mania ,

  1. Navigate to All > Conversational Interfaces > Settings.
  2. Under URL navigation, select View All.
  3. On the URL Navigation page, do one of the following:
    • To create a new custom mapping, select New.
    • To change a default or custom mapping, select the record to be updated.
    • If you have multiple mapping records to be updated, click the box to the left of the mapping record to be updated and select Edit. The preview pane opens and shows the URL Navigation fields that you can change in the selected records.
  4. Complete or update the URL Navigation fields.
     
     
    Field Description
    Description Name of the portal for a particular table record.
    Type Type of portal mapping:
    • Default Mapping: Default portal mapped to the following ServiceNow tables:
      • Service Portal - Catalog Item [sc_cat_item] table
      • Service Portal - Knowledge [kb_knowledge] table
      • Employee Center Portal - User [sys_user] table
    • Custom Mapping: Portal URL definition that identifies a portal and ServiceNow table combination, which is entered in the Value field.
    Table

    ServiceNow table that maps to the portal. Select a table from the list of tables.
    Application Name of the application to which this URL mapping belongs.
    Portal Portal to be used in the mapping. Select a portal from the list of portals.
    Value

    For new custom mappings, specify the combination of portal and table values to form the link. For example, the following value maps knowledge articles to the CSP portal:/csp?id=kbarticle&sys_id={{data.sys_id}}

    If you're changing a custom mapping that was defined in a previous release using the com.glide.cs.portal_url_mapping._default.<table> system property, you do not need to specify a Value.
  5. Select Save to enter a new mapping or update an existing mapping.

 

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mania
Tera Contributor
In response to Community Alums

‎03-01-2024 02:50 AM - edited ‎03-01-2024 02:53 AM

@Community Alums 

 

Thanks for your Responding!

 

We are looking to change like for example previously we have "abc.service-now.com/now" but I want to update "xyz.service-now.com/now" url on from VA in ESC portal which I shared before screensort in ServiceNow

 

Thanks!

Mania

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RupalP920609869
Tera Contributor

‎07-16-2025 08:11 AM

Did you find any solution for this?

 

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