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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Nikhil63 · ‎08-30-2023

Hi @Peter Bodelier,

Thanks for the information. but what is this 'Actionable notifications'?

I want to make it for end users the same as OOB. Is there any way to make it possible for an end user to 'reopen' an incident using Virtual Agent?

Nikhil63 · ‎08-30-2023

can we make this OOB topic for an end user to 'reopen' an incident using Virtual Agent?

Peter Bodelier · ‎08-30-2023

I don't think you could use it that way.
I actually think it would be harder to adapt it, then to create a new topic.

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.