Creating Incidents with Now Assist enabled Virtual Agent

[zerofidelis1]

Hello All,

I have been circling with NOW Support for over a month on this topic and have gotten 0 progress, so I figured I would ask here.

I know about the Create an Incident topic for VA that links the user to a record producer, however, the ask from my business is that the user shouldn't have to re-enter the issue as the details should already be contained within the chat.  Does anyone have any method they have found on performing the following:

Gather the relevant details from the VA chat -> Provide a summary to the user -> allow the user to add any additional details -> Create an Incident with a concise summary as the short description, the full summary as the description, and some basic information like Requester and assignment group.

I have tried every way under the sun I can think of doing this with a custom topic, but I constantly run into issues or limitations with the few LLM related conversation blocks that are provided.  For example, looping the summary over and over when a user responds with a "no", asking the user to approve a summary that was never provided to the user, creating the ticket before the summary is approved.  I have not been able to find any reliable method of constructing a topic that works in this manner.

[BarnabásK]

We had moderate success doing this by creating a "description" input and allowing slot filling  on it. But yea, it's definitely not getting picked up on every attempt to trigger it. I've spent some days tinkering with it but I think we may be hitting the limits of what the NAVA is able to do with Topics. Thinking of trying it with an AI Agent linked into the Assistant...