HR/IT Virtual Agent Separation
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‎05-13-2022 02:20 AM
We have an issue where conversations started (but not ended) on the ITSM virtual agent, continue in the on the HR virtual agent. So for example:
1) The user starts a new conversation on the ITSM virtual agent.
2) The user closes the browser window with the in-flight ITSM conversation still active.
3) Later, the user opens the HR Portal and looks to start a conversation with the HR virtual agent, however, instead of being presented with the HR virtual agent topics, the user is presented with the previous conversation from the IT virtual agent.
4) If the user ends the IT related conversation in the HR virtual agent, then they try to start a new HR related conversation they will find that the HR topics are not avaialable, only the IT topics are available. The only way to view the HR topics is to close the browser and reopen the HR portal/virtual agent.
Obviously this is confusing because from the end user perspective the IT and HR virtual agents should be separate entities. Is there a way that we can prevent this happening i.e. prevent non-ended ITSM conversations from appearing in the HR virtual agent and vice versa?
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HR Service Delivery

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‎06-06-2022 08:55 AM
Hi
Regards,
Mike

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‎06-06-2022 09:02 AM
Hi there,
You could think of applying skip_load_history=true. This would a part of your findings.
Obviously you need to choose this on purpose, as it also has effects which not all customers are after.
- 2022-05-23 Skip previous message history in Virtual Agent client
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP
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Kind regards,
Mark Roethof
Independent ServiceNow Consultant
10x ServiceNow MVP
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‎06-08-2022 07:22 AM
Thanks for the suggestion. skip_load_history=true does have the desired result in terms of starting a new chat, however it hides the chat history, which is not desirable in the eyes of our business stake holders. I've tried to apply some logic to the setting of the skip_load_history. It is possible to do a glide lookup on the sys_cs_conversation table to see if the user has an active conversation, this means that the user will see their conversation history if there isnt a current active conversation.