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_...
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 ...
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...
Hi For Virtual Agent topic to be visible to MS team and other channels is there any configuration we can for visibility instead of writing below script in the topic properties ,Kindly help(function execute() {if(vaContext.portal == 'ITServices' || va...
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...
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...
Dear ServiceNow community, I hope all is well! I am facing quite an irritating issue regarding links being generated in the Virtual Agent. I have set up our Virtual Agent to have its Greeting setup topic to be the "Dynamic Greeting Topic". Once the V...
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 ...
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...
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...
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.
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...
Hello,We have a requirement when we add some text in chat bot it will shows the result of catalog item and knowledge bases first it return the AI Search result and its working as expected but after that if I click for I need more help it shows the co...
Hi all, Please help me turn off the AI search feature in the Utah release Previously, there was an option to turn off but now I'm not able to do it. Kindly help . Thanks
I am trying to build a catalog item which can be ordered directly via the VA. So for this I also need to give the users the option for ordering for someone else. For this I can't show the entire sys_user table for the user to choose from as there are...
