Virtual Agent - Knowledge Article needs to open in the ESC portal.

[Yogita11_]

Hello Everyone,

We linked the virtual agent to a third-party application. We're accessing it from there, and when we open any knowledge article from the bot-response link, it takes us to the "Service Portal," which we don't need because we need it open in the ESC.

When we access the virtual agent via the ESC and open any article, it appears in the ESC, but this is not the case when we use a third-party application.

Note -
we are not accessing KB articles via the custom topic. We're searching by default, and the "Contextual Searcj" topic is being executed.

@Mark Roethof Do you have any suggestion for this.

[AnveshKumar M · Accepted solution]

Hi @Yogita11_ 

What is the Default portal in your Instance? To check navigate to Service Portal -> Portals  and add the Default field to the list view. If the default portal is SP, try changing it to ESC. And, also check the following System Properties value, if they are sp try changing it to esc and test.

• sn_itsm_va.com.snc.itsm.virtualagent.portal_url
• com.glide.cs.portal_url_mapping.portal.kb_knowledge
• com.glide.cs.portal_url_mapping.portal.sc_cat_item
• sn_now_teams.portal.suffix

Please mark my answer helpful and accept as a solution if it helped 👍✔️

[Yogita11_]

Thank you so much Anvesh...

It is worked 

[AnveshKumar M]

@Yogita11_ I'm glad that it helped 👍

[Thuy Thao]

Hello,

When I tried to change the default portal to /esc, nothing happen...