Cannot get VA chat links to reuse the current window when opening links

chris_waak
Tera Contributor

‎03-13-2023 12:46 PM

We are implementing VA with the approvals and ticket status topics as part of our implementation. One of the requirements given is when users click on the link to their ticket (incident, request or change) that it will open in the existing window rather than opening in a new tab or window. Following the product documentation for adding filters in the target URL section I am able to get the incidents to reuse the existing window, but requests and change do not. The entry I created I put first in the order selected top for location which is the reuse window option and used a simple regex string of .* which should match literally anything and everything, and that worked for incidents, but not requests or changes. I then tried to make them a little more specific breaking them out by table using 3 regex strings of

.+table=incident.+

.+table=change_request.+

.+table-sc_req_item.+

and I saw the same results. Incident reuses the same window, request and change do not. Has anyone had any success in implementing smart URLs for their links? And if so, what regex strings did you use?

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Ratnakar7
Mega Sage
Mega Sage

‎03-16-2023 11:19 PM

Hi @chris_waak ,

 

Here are a few other things you can try:

  1. Check that the URLs for requests and changes are actually opening in a new tab or window. It's possible that something else is causing them to open in a new tab, such as a target attribute on the link. If this is the case, you may need to modify the link itself to remove the target attribute or change it to "_self" to force it to reuse the existing window.

  2. Try using a more specific regular expression to match the URLs for requests and changes. Instead of using "table=change_request" or "table-sc_req_item", try using the actual URL that is being generated for those items. For example, if the URL for a request looks like "https://yourinstance.service-now.com/nav_to.do?uri=sc_req_item.do?sys_id=1234567890abcdef", you could use a regular expression like ".sys_id=[a-fA-F0-9]+." to match any URL that includes a sys_id parameter.

  3. Verify that the reuse window option is actually being applied to the links. You can do this by checking the HTML source of the page and looking for the target attribute on the links. If the reuse window option is not being applied, you may need to adjust the location or order of your filter to make sure it is being evaluated correctly.

If my response helps you to resolve the issue close the question by ✅Accepting solution and hit 👍thumb icon. From Correct answers others will get benefited in future.

 

Thanks,

Ratnakar

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