Redirect Custom Portal URL instead of SP

[newservicenowus]

Hi all

I'm trying to locate where I need to change the portal redirect for MS Teams when a user clicks on Go to Incident.

I've got past this part,which is good.

1. Navigate to the System Properties table (type "sys_properties.list" in navigator)
2. Search for and open the "sn_va_teams.view_non_video_msft_task_module" record in the Name column.
3. Set the system property value to "False".

Now when we click on the link it redirects to sp rather than the custom portal.

I've read the following - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743562 however it seems to use 'Open IT Ticket' which is part of ITSM Virtual Agent Conversations application and we only have Virtual Agent Lite and are limited on what we can do with topics.

I have set the portal name in sn_itsm_va_lite.com.snc.itsm.virtualagent.portal_url but this does not seem to do anything other than redirect to sp.

Does anyone know how this can be achieved?

Thanks Dave

[Sai Kumar B]

@newservicenowuser 

The above article says to use that script in script output response instead of card response to display custom URL along with the ticket details.

In the below property you have to mention the custom URL and access it via gs.getProperty() in the script shared by Servicenow in the support article

sn_itsm_va.com.snc.itsm.virtualagent.portal_url

[newservicenowus · Accepted solution]

Thanks Sai

Unfortunately, that system property is only installed with ITSM Virtual Agent Conversations which is part of the ITSM Pro licence and we have only have ITSM Standard.

We are allowed ITSM Virtual Agent Conversations Lite with the ITSM standard licence.and this installs - sn_itsm_va_lite.com.snc.itsm.virtualagent.portal_url system property.

However editing Topics with only this licence is not allowed, so I'm not sure how we can achieve anything without the full ITSM Pro licence.

I have actually managed to do it in my PDI using the script action but having installed Virtual Agent and not VA Lite. So I'm able to duplicate and amend the flow.

I have just got it working by following and amending URL navigation.

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/task/set-url-navigation.html

[sajin1]

Hi Sai,

Can you please give me the link to the support article ?