Now Assist VA Showing Duplicate Options

KundanC
Tera Contributor

4 weeks ago

Hi Community,
I recently implemented Now Assist for Virtual Agent, and it’s working as expected. However, I’m seeing duplicate options when a user requests to create an incident.
Currently, both Now Assist responses (with actionable links) and legacy topics are being displayed, which is causing duplication in the user experience.
I would like to ensure that only Now Assist responses are shown while preventing legacy options from appearing, without deleting them from the system.
Any suggestions would be appreciated.

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Tanushree Maiti
Tera Patron

4 weeks ago

Hi @KundanC 

 

1.    Navigate to Conversational Interfaces > Virtual Agent > Designer.

  • Open the topic, go to the Properties tab, and set Active = false.

2. Navigate to the sys_cs_topic table (Virtual Agent Topics).

  • Locate the legacy topic.
  • Set the Is topic visible field to false.

 

 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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