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

[ajx]

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.

[Ankush Agrawal]

Hi

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.

[ajx]

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.

[Ankush Agrawal]

Hi

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.

[Mark Roethof]

Hi there,

Have a look at this topic:

https://community.servicenow.com/community?id=community_question&sys_id=35f603addb843300a39a0b55ca96...

Kind regards,
Mark