Interaction - Virtual Agent Assigned To is Empty

[Mark52]

Hello Team,

I have a question on why the "assigned to" field in the interaction table via virtual agent is empty?

[sujitha16 · Accepted solution]

@Mark52  As per the ServiceNow docs - Key fields in the Interactions table : Assigned To 

It should populate with Virtual Agent user record details as below, 

But the most possible root cause for such behavior could be the system property 'com.glide.cs.va.sys_user' which is mapped to the wrong user.

- Make sure the system property 'com.glide.cs.va.sys_user' of type 'string' is mapped to a 'virtual.agent' sys_user record.

- If the OOB 'virtual.agent' sys_user record' is missing, download the record attached to this KB1080334 and map the property with the sys_id.

Note: Login with registered credentials to HI for accessing the support case. 

Other references : 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863748

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0819141#:~:text=592%20Views-,....

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[jishnav]

i am not having the system property in my instance