Virtual Agent Card Response Properties

Michael Lee1 · ‎03-07-2019

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 · ‎03-09-2019

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:

Go to sys_properties.list
Find "sn_itsm_va.com.snc.itsm.virtualagent.portal_url" property
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

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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View solution in original post

Mohammed Rafi · ‎09-30-2020

Hi @Mark Roethof ,

We have created topics that have our portal redirection as you mentioned above.

But we have also launched a Virtual agent through the Now Mobile app and the same topics are available there.

Is there a dynamic way to find and redirect only to the portal through the desktop app and redirect to some applet or something related in the mobile app?

Thanks

Rafi

Nathan Okh · ‎04-08-2024

So this was super helpful but without scripting it's only half the answer:

How to redirect the Virtual Agent Bot Response Card record URL to a portal other than /sp - Support ...

Deepika36 · ‎01-14-2020

Hi Michael,

Instead of directing the card to another portal, is it possible to disable it? (the hyperlink)

Mark Roethof · ‎01-14-2020

Hi there,

You can create a custom card using the Bot Response "Script Output". With this you can also dicide to leave the hyperlink out. Out-of-the-box Topic "Check IT Ticket Status" has a "Display Record Card" Bot Response Script Output which you can use as example.

With the "Card" Bot Response you will have no option to disable or change the Hyperlink.