VA: How to use custom "Request catalog item (LLM)" instead of OOTB one for all catalog items

[vikrantkuma]

Hello,

I am building one custom "Request catalog item (LLM)" topic block and want the system to use it for all request raised within VA. Within topics, I can easily use the custom one to raise catalog item. But ones which appear while searching for any catalog item and clicking on "Start Request" button as shown in screenshot, it should take custom topic block and not the OOTB one.

Thanks,

Vikrant

[Community Alums]

Hi Vikrant,

I am researching the same implementation. Have you been able to find a solution or workaround to achieve it?

[averinh]

You’re asking how to replace the OOTB “Request catalog item (LLM)” topic block in the Virtual Agent so that all catalog item requests go through your custom topic block instead. Good goal. Here’s how you can approach it:

[averinh]

You’re asking how to replace the out-of-the-box “Request catalog item (LLM)” topic in Virtual Agent so that all catalog requests go through your own custom topic. Here’s how you can handle that:

[rajneeshbaranwa]

I am also having same issue. Did any of you get any solution for this. I raised HI Case with Servicenow but they have been of no help (Except for wasting our time) and saying we can not help with customization. 

This kind of customization used to be pretty simple in pre-AI world where you copy existing config and make your changes and now ServiceNow is telling they are not sure how to accomplish this.

I am sure that there are more companies which are trying to achieve same customization.

 @vikrantkuma @averinh