Catalog item in virtual agent window

[Mikael Karlsson]

Hi.

Can someone confirm that simple catalog items can be submitted from within a conversation?

That the VA asks the questions (variables) from the catalog item form one by one without having to design a custom conversation for each specific purpose?

For example, without designing such dialog explicitly being able to use the Order Computer catalog item.

-I'd like to order a computer!

VA: Which model?
[displaying dropdown with models just as the catalog item would do]

etc...

submit

[Chris D · Accepted solution]

Yes, you can order a catalog item directly within a VA conversation using the ootb Order Catalog Item topic block.

There are limitations though, which I'll copy from Service Catalog topic blocks in Virtual Agent (servicenow.com):

Conditions for requesting a catalog item in a conversation mode

A user can submit a request in the conversation mode (by answering the questions in line).

Note: The user can skip non-mandatory questions.

• A catalog item cannot have more than the number of questions specified in the glide.sc.conversational.request.question.limit property. By default, this number is set to 10. For more information about this property, see Service Catalog properties.
• A catalog item can have non-scripted catalog UI policies. These UI policies should be defined such that variables are affected sequentially, that is, only a variable with the lower order affects a variable with the higher order.
• A catalog item cannot have catalog client scripts that are defined for Now Mobile or Service Portal.
• These catalog item types are not supported:
  • Content Item
  • Order Guide
  • Wizard Launcher
  • Standard Change Template
• Only the following variables are supported:
  • Attachment
  • Date
  • Date/Time
  • Email
  • IP Address
  • Label
  • Lookup Multiple Choice (without pricing implications and advanced reference qualifier)
  • Lookup Select Box (without pricing implications and advanced reference qualifier)
  • Multiple Choice (without pricing implications)
  • Multi Line Text
  • Numeric Scale (without pricing implications)
  • Reference (without pricing implications and advanced reference qualifier)
    Note: Reference type variable that corresponds to a table that has more than 80 records are not supported.
  • Requested For (without pricing implications and advanced reference qualifier)
  • Select Box (without pricing implications)
  • Single Line Text
  • URL
  • Wide Single Line Text
  • Yes / No
  • Container variables
• The following variable attributes are supported:
  • ref_ac_order_by