Check Ticket Status and Universal Request

[Luiz Lucena]

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 "Check Universal Request Status". When testing within the Virtual Agent Designer, it works fine.
When testing using an end user, with no role, works fine, see below:

However, other folks are testing as well, and they don't get the same result:

The person above has 9 Universal Requests, but right after choosing Universal Request, the topic finishes!

Is there anything else to help troubleshoot and figure out what is missing?

[Mark Roethof]

Hi there,

Is this only for when selecting Universal Request? Or also for the other ones (incident, requested item)? Maybe this has something to do with app scope? Or even cross scope privilege?

Have to reproduce.

Kind regards,
Mark

[Luiz Lucena]

Hey Mark, 

For Incidents, requests and tasks, it works fine. Only for Universal Requests, works for one user (no role) but doesn't work for other users (with ITIL role).
I've added that topic block here in the "Check Ticket Status", duplicated out of the OOTB template as well. The OOTB only has Incident and Requests, I've added SCTASK to it. Those works fine.

You may refer to the OOTB topic Track Universal Request (template), I didn't modify it, the only change done in the duplicated topic was to make it a topic block to add above.

Think I'm getting close, in this part (below):

The "Set table" was missing some code to pass the Universal Request, like below, I've added:

else if (vaVars.table_name = 'universal_request')
vaVars.count = vaVars.unireq_count;

(function execute() {
    vaVars.table_name = vaInputs.incident_or_requested_item;
    if (vaVars.table_name == 'incident')
        vaVars.count = vaVars.incident_count;
    else if (vaVars.table_name == 'sc_req_item')
        vaVars.count = vaVars.requested_item_count;
    else if (vaVars.table_name = 'universal_request')
        vaVars.count = vaVars.unireq_count;
    else
        vaVars.count = vaVars.scTask_count;
        
})()

Now is working, but it kinda duplicated because of the topic block... 
I'll post an update if make it work 100%.
Thanks,