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.

[ajx]

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.

[Mark Roethof]

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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LinkedIn

[ajx]

Thanks again for the reply Mark and Ankush. 🙂 

[Mark Roethof]

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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LinkedIn

[Mark Roethof]

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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LinkedIn