question Virtual agent tables, content and saves in Developer forum

Virtual agent tables, content and saves

Jerome6 — Tue, 04 Dec 2018 16:15:05 GMT

Hi all,

I have a question about virtual agent tables. I do have access to these tables but (i am talking about sys_cs_conversation and sys_cs_message more precisely) is it normal that I do not have fields available on the form layout even if these tables obviously have fields that should be available.

My second problem is more about the documentation and what I actually found in ServiceNow. On the documentation I found this description about sys_cs_message table: "Stores a record for each message in a conversation". By looking on the table I found no field that obviously return one message of a particular conversation (I have tested it with multiple field in background script and print them). So my question here is: does anyone know where I can find all messages of one conversation over virtual agent tables ?

Thank you,

Jérôme.

Re: Virtual agent tables, content and saves

rahulpandey — Tue, 04 Dec 2018 17:36:12 GMT

Hi, This is definitely a problem, please create a hi ticket with service now.

Re: Virtual agent tables, content and saves

Deepak Ingale1 — Tue, 04 Dec 2018 18:00:54 GMT

These table data I is restricted only for "maint" role to see. ( ServiceNow HI support engineers )

You can check the ACLs on these tables ( i checked for sys_cs_conversation)

Please see below link by putting your instance name.

https://<yourInstance>.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=7977572d0f23130046f1cfdce1050e92

Note : Please mark reply as correct if it answers your original question

Re: Virtual agent tables, content and saves

Jerome6 — Wed, 05 Dec 2018 08:42:38 GMT

Hi deepak,

I saw that and check the admin overide to be able to use it. But my problem for the messages content is still here. Cannot find a field that have this content like the doc says.

Re: Virtual agent tables, content and saves

siva_ — Fri, 07 Dec 2018 01:17:05 GMT

Hello Jerome,

For answering one of your question (1) , i can say that there are acl's (*.*) restricting the access for reading the fields on these two tables So to have a look on the fields and the data with in create two acl's for each table one for None and one for * respectively. That would help you in getting read access to the fields and the data in the table.

Post creation of ACL please view the form layout below...

I dont have any answer for it as of now. Will update the thread if i find any information on the exact field which stores the conversation message in the session.

Thanks,

Siva

Mark this answer as helpful/Correct if it really helps 🙂

Re: Virtual agent tables, content and saves

Nikhil Pardhe — Fri, 27 Mar 2020 04:32:45 GMT

Hi Deepak,

we have a new requirement to integrate our own translation api into virtual agent. Basically we want to do language translation in virtual agent.

This is what we already accomplished in connect and queue chat. As you can see in below screenshot agent sends something in English and it get translated to user's(Abel tuter) default language which is German in this case.

In connect/queue chat we have written business rules to fetch the chat messages from live_message table and sent it to our Translation API for translation then whatever the response we receive from API will get stored into same table as formatted message column.

this is exactly what we want to do in virtual agent.

Does virtual agent conversation(user chats and bot response) with user gets store anywhere? So that I could write business rule to fetch the chat messages and sent it out to our translation API for translations.

I found out that the conversation is stored in sys_cs_message table as you can see in below screenshot. But it seems the message is encrypted.

Also, I have gone through Virtual agent localization docs but it wasn't much helpful . https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtual-agent/concept/localize-va-topic.html

any help would be much appreciated!!!!!

Many thanks!!!!

Regards,

Nikhil

Re: Virtual agent tables, content and saves

Nikhil Pardhe — Fri, 27 Mar 2020 04:32:58 GMT

we have a new requirement to integrate our own translation api into virtual agent. Basically we want to do language translation in virtual agent.

this is exactly what we want to do in virtual agent.

I found out that the conversation is stored in sys_cs_message table as you can see in below screenshot. But it seems the message is encrypted.

any help would be much appreciated!!!!!

Many thanks!!!!

Regards,

Nikhil

Re: Virtual agent tables, content and saves

Nikhil Pardhe — Fri, 27 Mar 2020 04:33:42 GMT

Hi Deepak,

we have a new requirement to integrate our own translation api into virtual agent. Basically we want to do language translation in virtual agent.

this is exactly what we want to do in virtual agent.

I found out that the conversation is stored in sys_cs_message table as you can see in below screenshot. But it seems the message is encrypted.

any help would be much appreciated!!!!!

Many thanks!!!!

Regards,

Nikhil