Creating an Incident Virtual Agent

KUddin1 · ‎03-26-2024

Hello Everyone,

I'm attempting to create an incident in Virtual Agent but when I test out the OOTB Create a Incident template it displays the I'm having technical difficulties and won't be able to proceed with this discussion and immediately closes the chat. Going around the topic block is there any other way to simple create an incident using a script utility? Unfortunately going the record action utility route didn't yield any results either it immediately shuts the chat out on me as well.

Thank you!

Muralidharan BS · ‎03-28-2024

Hi @KUddin1

InOrder to make the OOB create incident work, you need to input the data requested and call that topic block inside another topic. If you have directly tested topic block it won't work.

1. create user prompts for short description, description, urgency and cmdb_ci.

2. call topic block - create incident using utilities

3. map the variables to each of them like below

Output

I have universal request enabled so it is generating universal req, but if don't have universal request, it will be directed to incident creation.

Thanks

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marsdendev · ‎04-08-2024

This was exactly what I was needing to fix my topic, appreciate the assist!

Muralidharan BS · ‎04-08-2024

You're Welcome!

LakshmiRatC · ‎08-21-2024

Hi,

If we want to ask the priority from user just like short description, what is the way?

Wardma · ‎08-15-2024

Im not seeing how to set the assignment group here. I've added a new variable to the topic create incident

var assign_group = vaInputs.assignment_group;

then in the troubleshoot slow computer template that had been duplicated, I set the assignment group on the input as the assignment group was set to reference.