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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anujdev · ‎10-15-2020

Facing different issue:

The link in the card is redirecting me to the native UI view

The property is set to "sp", still, the link is redirecting to the native UI view

Nikita Garg · ‎03-17-2021

Hey @anujdev
I am also facing the same problem.. it is redirecting to native UI view.

Please share the solution if you got any?

Chayan Gupta · ‎10-04-2021

Hi,

Did you get any answer for the issue related to the card is redirecting to native UI instead of portal?

We are also facing same issue and want it to be redirected to custom portal.

Thanks.

Preetham3 · ‎11-23-2021

Hi chayangupta,

We are facing the same issue. Did you find a solution for the problem

Thomas V · ‎05-27-2022

Hello Preetham,

We found a solution to this. It is correct that you cannot change the url for a card and direct users to a different portal, but we found that you can disable the link entirely. We then used a link bot response immediately after the card to direct the user to the record on our custom portal.

To disable the link, go to script include "VaRecordCardOutput". Line 39 is the subtitle in the card (this is the link) and line 40 is the sys_id of the record for the link.

Make the subtitle value an empty string to remove the link from the card. We also commented out the sys_id field as we don't need it.

Then use the Link bot response to link to the record. This lets you build the link per your requirements, so you can go to any portal instead of just SP.

This is what you end up with:

This also works in Slack, where you cannot use "VaRecordCardRenderer" to create a scripted card to control the link.