Creating Incident with Virtual Agent Designer

[Lloyd700]

Hello all,

I am just starting to dip my toe into this particular pool.  I have the necessary plugins installed, and I can in fact create an incident via the virtual agent.  However, it appears that it creates a Universal Request, which appears to be tied to the incident.  My question is, I don't want anything related to a universal request, I only want it to create an incident.  In looking at the flow, I can't find where it's creating the UR.  Can someone help me with modifying the flow so it doesn't create a UR at all?

[Allen Andreas]

Hi,

It's not clear if you're saying you activated VA and built a conversation and it's opening a UR instead...or if you're using an out of the box ITSM conversation and it's opening a UR, instead of an Incident.

Can you perhaps provide more information to include the name of the conversation and a screenshot of the flow? We don't know if you're building something yourself and you're stuck...or if you're talking about an out of the box conversation, etc.

[Mark Roethof]

Hi there,

Are you using an out-of-the-box Topic? Or did you create your own? Please share specifics.

[Lloyd700]

@Allen Andreas @Mark Roethof 

My apologies for not being more clear!  I have activated the VA and installed the ITSM Self Service Conversation plugin.  I duplicated "Open IT Ticket 2.0 (Template)" and activated the duplicate.  I have made zero changes to the duplicate itself, other than giving it a new name.

When using the VA and going through the incident creation process, it ends up creating a Universal Request as well as an Incident that is tied to that UR.  We don't use UR's in any capacity.  In looking at the "Create Incident" step, I can't find any reference to a UR being created.

I guess all I want to know is, how can I get it to stop creating a UR, and create just the incident?

[Mark Roethof]

Haven't tested myself, just responding theoretically by looking at the topic:

The "Create incident" Topic Block, contains a Script Action "Create Request/Incident". Amongst others this Script Action performs a function in Script Include "VACreateINCUtil" which generates a Universal Request.

Have a closer look at the Script Include mentioned. Perhaps you can change the Script Include. Or it also mentions a System Property, try to set that to false.