Virtual Agent Card Response Properties

[Michael Lee1]

The Card response has a hyperlink in the title of the card that links to the default service portal "/sp"

We do not use the default value however, so I need to change that. However, I can't find where the link is generated in order to change the property that it grabs. Anyone have any idea where I can find it?

Thanks!   

[Mark Roethof]

Hi Michael,

We are experiencing the same. I have logged this earlier at Hi, no response yet.

Kind regards,
Mark

[Michael Lee1]

Hi Mark, Thanks so much for your reply, that’s very helpful. I know I’m not crazy now. I spent the better part of the day hunting this down. I’ll do the same and log this in HI and hopefully they’ll give it some attention. Thanks!

[Mark Roethof · Accepted solution]

Small update:

Which portal you want the record to opened in is controlled by "sn_itsm_va.com.snc.itsm.virtualagent.portal_url" property.
Unfortunately, this is not dynamic as the VA is not able to get users session information.

Steps to resolve the issue are as follows:

1. Go to sys_properties.list
2. Find "sn_itsm_va.com.snc.itsm.virtualagent.portal_url" property
3. Change the portal as per your business requirements. Now the bot cards will open in that portal.

I just checked this for Incidents. Haven't checked the behavior yet for other cards generated.
Also, if you would have the Virtual Agent on multiple portals, this does affect the Virtual Agent on all of those portals.

Kind regards,
Mark

[Michael Lee1]

So it’s funny because I was actually going to also come back and post about this after my first response. I actually changed the value of this property to reflect our service portal, prior to my original post. The reason I posted is because I changed this value and it still doesn’t work for me. It still appends the “sp” to the end even those I changed the value to “main.” So you’re saying that this worked for you though? Next step for me I guess is to change the value in my PDI and see if it also reflects the change. If it works correctly in my PDI then I’ll know that there’s some issue with our instance and will open a ticket in HI.