Hi Community,
We are in the process of rolling out Virtual Agent, and in the default chat experience we are using the Dynamic Greeting Topic as our introductory conversation shown below. What I can use some assistance on is the “You currently have 10 Open Issues” part. This is pulling in incidents where the user is either the Submitter or the Caller in the incident. We require neither of these fields to be populated on the incident form, but rather use a custom field called Customer (u_customer) to be required. I’ve been trying unsuccessfully to track down where this logic is so I can remove submitter can caller from it and have it look for customer instead. I would appreciate any assistance with this. Thanks!
