Now Assist for Virtual Agent: Go to request
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-16-2025 08:45 AM
Not sure this is the correct forum, but we are trying to adjust the VA for several portals and trying to have it work in a certain manner. One of those is to have a catalog item open in the same / parent window. We have tried using the URL Mapping and Target location but is not working.
I have seen a posting where is suggests adjusting the bot response in the HTML but not quite sure where / how that should be done. This is when someone first asks a question and is not going into one of our topics. It looks to be performing the search and presenting the card back. Please see attachment but trying to figure out how we could then modify the "Go to request" link. If someone could suggest where this could be done for when VA answers a question with the link to a catalog item. Thanks.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
a month ago
Is it possible to modify the ‘Go to Request’ hyperlink in the Virtual Agent? Could you let me know where this can be updated if you've worked on this?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
4 weeks ago
Hi,
Thanks to Wardma who provided this to me on another thread. We have not tried the adjustment yet but I had a similar question and this is what was provided:
https://yourservicenowinstance.service-now.com//now/nav/ui/classic/params/target/sys_script_include_...
Name: VATopicsHelper
API Name: globa.VATopicsHelper
Starting around Lines 84-89 is one part.
And again another routing is done in; 149-161
Again in Lines 195-208
