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

jaiho_rai
Kilo Sage

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 "

1 ACCEPTED SOLUTION

jaiho_rai
Kilo Sage

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);
 

 

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4 REPLIES 4

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @jaiho_rai 

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

 

 

DrAtulGLNG_0-1755683214600.png

 

 

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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But this incident and RITM, other scope applications also in one place e.g hrsd, Universal request etc.

Hi @jaiho_rai 

 

You need to make changes in topic:

 

DrAtulGLNG_0-1755684824804.png

 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

jaiho_rai
Kilo Sage

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);