How to Update URL in Live Agent Chat Card - Agent Workspace

[ddiroma]

Hello, 

We are using Live Agent Chat without VA. I was wondering if anyone knows of a way to modify the URL to point to our Service Portal vs the platform view after an incident is created and you put the incident number into the chat. By default it brings me to https://<instance_name>/incident.do?sys_id=<sys_id>. I have searched and found what I think is this ability to do this in Rome, but we are currently on Quebec until our upgrade at the end of March.

[Saurav11]

Hello

Indeed it looks like Rome will have th feature and unfortunately you will have to wait for 2 more months

Please mark answer correct/helpful based on impact

[Nayan Mahato · Accepted solution]

Hi Ddiroma,

ServiceNow has introduced URL Navigation in ROME.

Use the URL Navigation-related list in the Chat Setup form to change these default mappings, as well as define custom mappings that map a portal URL to a specified ServiceNow table. The portal configurations apply to the web client, chat channels, and messaging channels.

Go to Chat Setup and open URL Navigation-related list, create a new record for incident table and it will work. Please find below a screenshot of the new URL navigation created.

Regards,

Nayan