Hello @Ville Hirvimies 

• Yes, you can customize the information that Virtual Agent returns for an incident.
• The default responses are controlled by Virtual Agent topics and response templates, which can be modified to exclude fields like Priority and Assigned To.

How to modify the response:

1. Navigate to: All → Virtual Agent → Designer.
2. Find the topic: Locate the topic that retrieves and displays incident details (e.g., Get Help with an Incident).
3. Edit the script action or response template:
   • If using Script Actions: Modify the script to exclude priority and assigned_to.
   • If using Decision Nodes or Message Blocks: Adjust the responses to remove unnecessary fields.
4. Test and publish: After making changes, test the Virtual Agent conversation and publish the updated topic.

Hope this helps!

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