Virtual Agent - Incident Creation

[shelley0366]

Hi

When Virtual Agent creates an Incident for the User - Our platform of Service Now and VA does not link the ticket created to the User Incident record on the Interaction

My question is

Is this not feasible in VA 

Or is it because our VA within Service Now has not been built correctly ? 

By having the ticket linked to the User Incident field would allow us to report easily how many Incidents VA has created, we know we can customise the Close Reasons, but we want to refrain from customizing where possible

[Mark Roethof]

Hi there,

Should be possible. So question is, what has been build on your instance for this topic?

[shelley0366]

Hi

When we use Interactions for Phone, then the Incident is linked to User Incident.

I dont have the admin access to see the backend of the Instance to see how it was built.