Virtual agent | Ticket status

subin p s
Tera Contributor

‎11-15-2023 12:23 AM - edited ‎11-15-2023 12:36 AM

Hi All ,

 

we implementing VA for our client and in the Ticket status module we are getting RITMs in Closed Complete state as well, How can we configure in such a way that only work in progress state RITMs are shown in Virtual agent.

 

Thanks in Advance,

Subin PS

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Abbas_5
Tera Sage
Tera Sage

‎11-15-2023 10:36 PM

Hello @subin p s,

Please refer to the below link:
https://www.servicenow.com/community/virtual-agent-nlu-articles/virtual-agent-enhanced-check-ticket-...

 

Mark my correct and helpful, if it is helpful and please hit the thumbs-up button to mark it as the correct solution.
Thanks & Regards,
Abbas Shaik

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Ryax
Tera Expert

‎11-16-2023 05:05 AM

Looks like Abbas has already pointed you in the right direction but it will be the query that checks for Incidents/Requests in the 'Check IT Ticket Status' topic that you'll need to look at (providing that is the topic you are utilising). Mine seems to have this in it OOB:

 reqItems.addQuery('active', true);

 Does yours have the same?

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