Forum Posts
Virtual Agent not redirecting to same topic if user tries to utter same utterance again .!!
Hi Experts, Can anyone help me in comparing the current topic and the topic returned by the utterance uttered by user.The virtual agent not recommending the same topic if user again utters the same intend .var topicCurrent = JSON.parse(vaVars._topic_...
prevent duplicate incident creation by same user
We would like to prevent VA from creating duplicate incidents if a user reports the same issue they previously reported; and which is still active. VA should allow a user to enter an Issue description and it should let the user know if they have an ...
How to get different closing message for liveagent vs chatbot
Hi All,i’m trying to separate closing message of VA chatbot vs liveagent window.I have used a decision to split to branches based on vaSystem.didConnectToLiveAgent().But, I ended up having similar closing block ( both aftef finishing VA chatbot as w...
How most capacity assignment will work in agent work space
Hi all, I would like know how a most capacity assignment rule will work in AWA. I want once the interaction is in one agent's queue, and the other agent is available and not in any chat or call the interaction to directly fall in his queue rather tha...
Resolved! Where can I update this Welcome to Now Virtual agent message?
We have ITSM Standard, with that we only have VA lite. I would like to update this opening message to something else since we cannot use the majority of VA. Does anyone know where I can update/edit this message? "Welcome to Now Virtual Agent. I'm he...
Check Ticket Status and Universal Request
Hello everyone, I'm not sure if there's some cache involving in Virtual Agent and some conversations/topics, but I'm noticing some weird behavior.I duplicated the ootb topic "Track Universal Request Status (template)" and made it topic block, called ...
Resolved! How to report on Virtual Agent "Please type your request" input
Is there an easy way to report on what the users are tying into the "Please type your request" section of the Virtual Agent screen shown below? I want to be able to report on this to see what other conversations would be beneficial to build. I can...
Virtual Agent and Universal Request
Hello everyone, We have Virtual Agent and now we are implementing Universal Request with the intention to reduce the number of incidents created by mistake, for example, someone requesting something new that is not included in a Service Catalog, sho...
Resolved! Unable to find the "Azure Active Directory User Mapping" plugin. Can anyone suggest
As a part of ServiceNow for Teams Integration I need to install Azure Active Directory User Mapping as per the Product documentation. But unable to find "Azure Active Directory User Mapping" plugin. Please suggest.
Resolved! Support Options text not getting updated
I've updated the Support Options in Virtual Agent (the 3 buttons in the top right corner) with the label we want to use and also with the phone number to the Service Desk. The problem is that it isn't updating in VA. I still see the original OOB st...
Resolved! Displaying Assets Of A User Through Virtual Agent
Hello, I would like the virtual agent to display all the assets tagged to a user when the user enters their name in the virtual agent client. Is there a pre-defined way to do something similar to this? If not, what would be the conventional or indus...
Resolved! Service Catalog - shift Popup to conversation
Dear Community, We want to change the popup VA tender to the conversation to display it as a conversation in the virtual agent interface. Could you please give us a hint on how to make this change? Many thanks! BRArmine
System properties
how to deactivate string type system property ?
Resolved! Remove chat history after logout.
Hi experts,How can we remove VA chat history after the user logs out. Whenever user logs back in they should not see previous conversation. Currently, I have tried below code but this is clearing chat whenever page is refreshed, or when user clicks o...
