Virtual Agent - AI(Now Assist) Submitted requests/Incidents number in the Chatbot

duggia
Tera Contributor

‎04-06-2026 12:33 AM

Hi All,

 

Virtual Agent - AI(Now Assist)
When we search with text create incident in virtual agent chat box. create incident link will be shown. when we click on the link it redirects to create incident record producer. once the incident is submitted related submitted ticket number should be showing in virtual agent.

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rpriyadarshy
Kilo Sage

‎04-06-2026 10:02 PM

When You Have - Now Assist with VA then Ideally catalog experience should be Conversational.

You Form Request an Incident is Non- Conversational thats why its Giving you an URL even your VA is LLM enabled. 

 

In My view Convert this catalog to Conversational and then your user will have good experience and INC no will also be available in VA chat Itself.

Even NLU enabled Bot - when you use OOTB report/Create an Incident  No Response comes in Chat itself.

 

https://www.servicenow.com/docs/r/washingtondc/servicenow-platform/service-catalog/using-catalog-con...

 

https://www.servicenow.com/community/ceg-ai-coe-articles/gotchas-and-leading-practices-conv-catalog-...

 

https://www.youtube.com/watch?v=q8ar1CGG8PA

 

Regards

RP

Platform Academy - Forms to Conversations: A Beginner's Guide to Conversational Catalog
Platform Academy - Forms to Conversations: A Beginner's Guide to Conversational Catalog
youtube.com/watch?v=q8ar1CGG8PA
Tired of forms slowing down your request process? In this Platform Academy session, Senior Outbound Product Manager, Tosin Ogunsola walks you through how to turn traditional service catalog forms into conversational experiences with Conversational Catalog. You'll see: - Why conversational catalog
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