Can the va_link syntax be disabled?

[Michael Patten]

To my understanding, the va_link syntax was added to capture click metrics.

However, we train the users over and over again to hover over and verify the URL before clicking. We also pay a third-party company to send emails, chats, and sms messages to employees with dubious links that have click-based metrics attached. As a result of our efforts, the users are complaining that they can no-longer trust links provided by the virtual agent due to the va_link syntax.

[Michael Patten]

I had to open a Hi support ticket, from HI support:

"I was testing this behavior in an out-of-the-box instance and deactivating a few click metric system properties would remove the va_link format from the URL but you will no longer be able to utilize features that use this data. In order to proceed down this avenue, we would need to apply a change to your instance(s) as this action is not available for admin users."

The following system properties are only able to be changed by ServiceNow.

System Properties:

• com.glide.cs.click_metrics.ai_search
• com.glide.cs.click_metrics.contextual_search
• com.glide.cs.click_metrics.bot_output

[Chris D]

That's bizarre that they block us from changing this setting!

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