Virtual agent card properties

[Jason Alldridge]

Ive set up a basic topic which captures some information from the user and then creates an incident record. The created incident is then shown to the user via the card node

However the link in the card does not take the user to the service portal but always to the browser:

/incident.do?sys_id=de24e763dbe23300ee141fc768961987

Is anybody able to let me know what needs to be done to redirect the user to the service portal if they click the link

[Mark Roethof]

Hi there,

Unfortunately, the Bot Response "Card" always goes to the Platform UI. There is no property or something to change this behavior. If you would want to have a different URL, to a Service Portal for example, you would need to use the scripted Card. There are some out-of-the-box examples for this: have a look at "Check IT Ticket Status".

Be aware: The out-of-the-box Card always goes to SP. Even if SP is not your Portal. Have a look at this thread about this:
https://community.servicenow.com/community?id=community_question&sys_id=35f603addb843300a39a0b55ca96...

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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LinkedIn

[Jason Alldridge]

Hi Mark

Thanks for the reply.

Perhaps Im missing something, but if "the out-of-the-box Card always goes to SP", then is there a reason why the out of the box card Im using is navigating to the platform UI? Have I just misinterpreted your comment or is there another issue I need to dig into?

From what I see Im going to have to script the output as you mention

Cheers

Jason

[Mark Roethof · Accepted solution]

Ah missed one word... The out-of-the-box scripted Card always goes to SP 🙂

Example of the out-of-the-box scripted Card:
- Topic: Check IT Ticket Status
- Script Output: Display Record Card

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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LinkedIn

[Deepika28]

Can i disable that hyperlink? From the case created by live agent. 

Virtual agent card is scripted and hence can be edited, but does live agent too has scripted card where I can change the link?