Vancouver Virtual Agent Show notification topic

[fsnelder]

We are working with the ServiceNow Virtual Agent (Vancouver). There seems to be an Out Of The Box topic called “show notification” (within the setup topics model), which shows up unwanted in certain cases. We cannot inactivate the topic, change the accuracy on which it triggers or open the flow. Does anyone experience the same issue, and how did you solve this?

[k_lutz]

Hello,

I have open a ticket with SN support on this but have not had an answer yet. I did find the root cause and have adjusted what I believe to be that root cause and then did the training to exclude an utterance that was listing that entry.

What I found is that there is an ACL...see screenshot that was blocking three topics. This was one of them. It seems like it was related to a category that may be broken since it was only showing a sys_id. Now that I have adjusted it to for my needs I am able to see the topic. Please see second screenshot.

[Jesse_H]

But what did you change (the ACL) to get it to display? And were you able to deactivate the thing afterwards?

[k_lutz]

The sys_id of the ACL: 03a9d93bb3333200f7d1a13816a8dc65

The broken piece is that it only has the sys_id in the condition. I found this the same way in my PDI. Maybe there is something that needs to be installed to get that category but since it was the same way in my PDI...I think it is broke.

Unfortunately, it did not let me adjust the Show Notification topic. Some of the ones within Setup Topic NLU lets me adjust and others do not. The other odd thing is that in our Utah environment, the test phrase works fine and is a lower prediction. On our Vancouver environment, it is much higher and is causing me issues. I am supposed to meet with support shortly on this...as I am fine if they don't want us to edit the OOTB ones but we should be able to disable if we do not need...so will see if they can adjust so that I can disable or not have those topics discoverable. Will update after I meet with them.

[Jesse_H]

Wonderful, thank you. I look forward to hearing your update.

I've created a custom topic and whenever you type "update announcement" this dang #ShowNotification prompt triggers and VA says notifications are disabled. 

I figured maybe we need to clone the setup topics model and then disable Show Notification intent that way but I'm not sure how to tell VA to use my cloned version instead.