Sujatha V M
Kilo Patron
Kilo Patron

In this article we will see how to build a topic to display "Incidents" and "Requests" on the virtual agent. 

 

1. Clone the OOB Check IT Ticket Status topic and deactivate it. 

2. Replace the syntax of the script action utility "Check Incidents & Requests"

SujathaVM_0-1738563455370.png

3. Replace the variable name (if required, to be in line with request) which captures the count.

 

SujathaVM_1-1738563685753.png

 

4. Update the below decision parameters

SujathaVM_2-1738563934031.png

5. Update the text response of the decision utility "Neither Incidents nor Requests"

 

SujathaVM_4-1738564101481.png

6. Update the branches of decision utility "Has Records"

 

SujathaVM_0-1738565106052.png

7.  Update the "Prompt" and "Define Choices" script section of Dynamic choice input utility. 

 

SujathaVM_1-1738565851905.png

 

8.  Update the "Before Card" text response, decision activity "Request" and the script on "Request Card" details. 

SujathaVM_2-1738566557906.png

 

RESULTS:

 

SujathaVM_3-1738566723322.png

 

Kindly mark the article as "Helpful" if it has helped you. 

 

#ServiceNow #ServiceNowCommunity #VirtualAgent 

 

Comments
Keszia
Giga Guru

I really like this idea, can you please upload your scripts as text as it's not easy for me zoom in and read the scripts in each image. Thank you!

 

If you can also share the full topic flow, that would be great as I don't seem to have it OOTB in my instance. 🙂

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Last update:
‎02-02-2025 11:13 PM
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