question Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal. in ServiceNow AI Platform forum

Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

ajx — Thu, 11 Apr 2019 09:16:24 GMT

Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

Our service portal is having string value as "eos". But when the incident card's incident number link is clicked it is taking me to "https://cdmsmithdev.service-now.com/sp?sys_id=d8c621e4dbf837000194d36fdf96193d&id=ticket&table=incident", but it should have been "https://cdmsmithdev.service-now.com/eos?sys_id=d8c621e4dbf837000194d36fdf96193d&id=ticket&table=incident".

I made changes to the property sn_itsm_va.com.snc.itsm.virtualagent.portal_url and changed the value to eos. Still no dice. Any help as in where am making the mistake?

I also see the properties com.glide.cs.portal_url_mapping._default._default and com.glide.cs.portal_url_mapping._default.task and I guess these are making it to to 'sp' in the URL.

Please help.

Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

Ankush Agrawal — Thu, 11 Apr 2019 09:59:45 GMT

I assume you must have clear the cache after updating the system property. Please try if the portal name is hardcoded under the VA conversation. You can go to Navigator --> conversation builder and modify the conversation you are interested in. Please check the href being set under the Card.

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Best regards
Ankush

P.S. Please mark helpful/correct as appropriate to help fellow Community user in identifying useful answers.

Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

ajx — Thu, 11 Apr 2019 11:16:26 GMT

Hi Ankush,

Thanks for the reply. I am very new to VA and not able to find href configured even after opening the incident card. Can you help me like in which section I will be able to find it?

Where should I check if the Portal name is hardcoded? I believe its something with regards to the "com.glide.cs.portal_url_mapping._default.task" or "com.glide.cs.portal_url_mapping._default._default" sys property. Is it these or somewhere else I need to check?

Also please share some light on Conversation builder.

Thanks a ton in advance.

Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

Mark Roethof — Thu, 11 Apr 2019 11:26:32 GMT

Hi there,

Have a look at this topic:

https://community.servicenow.com/community?id=community_question&sys_id=35f603addb843300a39a0b55ca96191f&view_source=searchResult

Kind regards,
Mark

Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

ajx — Thu, 11 Apr 2019 11:40:40 GMT

I have updated this property already with regards to my business(custom value for portal),but its still taking me to to "/sp". Not sure where exactly i'm falling behind.

Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

Mark Roethof — Thu, 11 Apr 2019 11:47:21 GMT

Hi there,

That's correct. As mentioned in that topic:

For the scripted cards, changing the System Property solves the issue. For the non scripted cards, this does not work. There is no possibility to change the portal in that case 😞
Enhancement request FTASK42971 is open for this.

If you do want to have the URL to a different portal, you have to use the scripted card.

See the examples in the topic mentioned.

Kind regards,
Mark

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Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

ajx — Thu, 11 Apr 2019 11:57:39 GMT

Thanks again for the reply Mark and Ankush. 🙂

Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

Mark Roethof — Thu, 11 Apr 2019 12:25:00 GMT

Hi there,

If my answer helped you in any way, please then mark it as helpful.

Please mark this answer as correct if it solves your problem. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark

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Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

Ankush Agrawal — Thu, 11 Apr 2019 14:03:22 GMT

You are at the right place. Can you please share the code you get when you click on the highlighted button This code is used to generate HTML in the card.

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Best regards
Ankush

P.S. Please mark helpful/correct as appropriate to help fellow Community user in identifying useful answers.

Re: Virtual agent Incident Card's (Chat response) URI not able to be configured for custom service portal.

Mark Roethof — Fri, 12 Apr 2019 08:02:36 GMT

Hi there,

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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