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 I finally found a workaround to stop this thing from showing in VA but it's wonky...
...From this view:
/now/nav/ui/classic/params/target/sys_cs_topic_language_list.do%3Fsysparm_query%3Dcs_topic_id%253D7c3c819073a3101066c7e9344ef6a7e4%26sysparm_first_row%3D1
...I was able to delete the english version of Show Notification:
and it finally stopped displaying Show Notification when I typed in 'update announcement' (a prompt/utterance I need for my custom topic) into Virtual Agent.
I'm guessing you'd want to delete all language files if you're using any others. If you ever want this functionality back, delete everything in a separate update set and then one day click through each customer update where you deleted those files > navigate within each to the related list link > click 'show related record' > from there you can click restore record.
Probably not a great approach but I tried setting up an NLU model for my topic (with that exact utterance included 'update announcement', a new custom greeting, etc. but the dang thing continued to display Show Notification.
PS - definitely delete it and restore via update set, I already tried exporting the record before deleting and then importing but security settings wouldn't let me insert a record.
hi Jesse,
This worked on one of mine but the notification one continues to go down this path even with the deletion. In our case, someone wants to find knowledge articles for how to do something with "teams notifications" as we have different knowledge article...even after the delete it goes down this way.
Again, in our Utah environment I don't have this issue...only in Vancouver. I have also tried using the NOINTENT intent suggested as a workaround in other cases and it does not work here either.
Thank you for the suggestion!
Thanks Jesse. I tried that and it still presents the same message. This is what is so weird between the environments...especially since our PROD is on Vancouver I want to make sure the changes work in our sub-prod Vancouver environment but get different results and not able to find the difference as I did not have to hack the system in Utah. Here you can see in Utah it is triggering the contextual block (right side) which is what we want but in Vancouver it is not trigger the contextual block.
