In virtual agent - Now assist - LLM - How to find the records from different scope , let's type my

[jaiho_rai]

In virtual agent - Now assist - LLM - How to find the records from different scope , let's type " Status of incident 0000015" then it will show the incident detials.

if user type "Universal request UR00156332" then it will show the all recrods.

if user type need to add the comment " RITM then automatically it will execute "

[Dr Atul G- LNG]

Hi @jaiho_rai 

There is an out-of-the-box topic provided by ServiceNow for this, and you can use that.”

[jaiho_rai]

But this incident and RITM, other scope applications also in one place e.g hrsd, Universal request etc.

[Dr Atul G- LNG]

Hi @jaiho_rai 

You need to make changes in topic:

[jaiho_rai · Accepted solution]

With the OOB script include we can use and pass through as an argument and it will work as expected.

To search the task type and number e.g INC0001,HR00001 etc.

1)- CheckTicketStatusHelper.lookUpTaskByNumber(vaVars.taskNumber, vaSystem);