Submit catalog item using virtual agent

[MGR]

Hi All,

As per my requirement need to submit catalog item using virtual agent.

Catalog having reference fields, list collector and text fields to fill, please guide me me how we can achieve this.

[Paul Curwen]

Virtual Agent often isn't ideal for submission of Catalog Items unless the questions are very simple and conversational based. 

Virtual Agent checks if a particular catalog item can pass the has_va_support logic (most won't) - this essentially checks the catalog item for eligibility to be rendered in the bot ( making sure there are no client scripts, no unsupported variables, etc). A full list of what the bot can support can be found here. 

As VA itself cannot support checkboxes, you would need to create a specific topic with scripting to handle the logic (setting it to True/False based on user response). Given the bot supports Yes/No, it may be more feasible to convert the Checkbox variables to Yes/No than to create topics. 

This article goes into this approach in some depth, but as you can see this can be a lot of work to reproduce in VA: 

https://www.servicenow.com/community/virtual-agent-nlu-articles/order-a-catalog-item-via-virtual-age...

The better option is to present the catalog item as a pop-up (functionality added since Tokyo) or in a new tab. Check the following out on how this can be done: 

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/service-catalog-manage...