How to update a record using Virtual Agent ?

[money01]

Hi,

We have got a requirement to create one topic in Virtual Agent. On selecting that topic, user's active tickets (incident, service request) should be listed. When a user clicks on any ticket, we have to update one field on that ticket record in the ITIL view.

Can anyone help how we can update a record using Virtual Agent?

Thanks & Regards,

Money

[Pradeep Thipani · Accepted solution]

Hi @money01 ,

Have installed the ITSM Virtual agent conversations plugin? After installing the plugins you can find the OOB flows under the designer.

Modify the flow existing flow as per requirement if required.

Thanks,

Pradeep

[Pradeep Thipani · Accepted solution]

Hi @money01 ,

Have installed the ITSM Virtual agent conversations plugin? After installing the plugins you can find the OOB flows under the designer.

Modify the flow existing flow as per requirement if required.

Thanks,

Pradeep

[Ramya V · Accepted solution]

Hi,

Required Plugin: ITSM Virtual Agent Conversations

In Virtual Agent topics (`sys_cs_topic`) or under Conversational Interfaces > Virtual Agent > Designer, you’ll find the "Check IT Ticket Status (Template)."

Activate this topic if needed, and to display it under the "Show me everything" button, enable that option at the topic level.

Open the virtual agent and click on the topic. It will show the number of incidents and request records and prompt you to select either incidents or requests to update.

After selecting an option, relevant records from that table will be displayed.

You can select the record you want to update. Only comments can be added out of the box, but you can configure the flow further based on your requirements.

Please mark my answer as correct and helpful if this solution works for you.