When agent comment on incident for few users Interactions are getting created

[Aditya70]

Hi Community,

We are facing an issue, in few cases when agent comment on incident for few users Interactions are getting created. Interactions are assigned to "Virtual Agent" user with empty Short Description. 

We observed that Conversation record is created with Interaction where "Conversation Topic Defination = _notification_controller_topic_block_".

We are trying to identify the configurations how Interactions are getting created?

Thanks in advance

Aditya

[kaushal_snow]

@Aditya70 ,

It appears it is being triggered by a built in ServiceNow Virtual Agent topic block...specifically the one notification_controller_topic_block, which executes whenever a notification or topic flow is initiated, and to address this you should trace the flow under Conversational Interfaces > Topic Blocks to identify where that block is being called (possibly by a Business Rule or Flow triggered on the Incident comment), then apply a filter or disable the block invocation for those specific users or comment types so that the unintended Interaction records (assigned to Virtual Agent with a blank short description) no longer get created......

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