Issue in OOB 'Mark Incident Unresolved' Topic in Chatboat, Vartual Agent Servicenow

Nikhil63 · ‎08-29-2023

Hi All,

I Activated the OOB 'Mark Incident Unresolved' Topic but when I tested it from the backend and SP It showed an error.

Please help me with what I need to do here.

Peter Bodelier · ‎08-30-2023

Hi @Nikhil63,

I understand now. This is not a standalone topic you can test. It is part of Actionable notifications.

Please refer to Set up actionable notifications for ITSM Virtual Agent (servicenow.com), to help you set this up.

If you want an end user to 'reopen' an incident using Virtual Agent, without using Actionable Notifications, you will need to create a new topic from scratch.

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Peter Bodelier · ‎08-29-2023

Hi @Nikhil63,

From the test of the topic, what are the log messages you are getting?

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Nikhil63 · ‎08-29-2023

Hi Peter,

Please have a look at the screenshot below. i Got this error

Peter Bodelier · ‎08-29-2023

Hi @Nikhil63,

Why are you using NativeJSON? Can you provide a bit more of your script so I can suggest how to fix this?

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Nikhil Chaudha1 · ‎08-30-2023

Hi Peter,

Actually its OOB Topic 'Mark Incident Unresolved'