How do I create an Incident via the Virtual Agent?

Aditya49 · ‎08-03-2020

How do I build a 'Create an Incident' use case via ServiceNow Virtual Agent? I duplicated the out of the box 'Create a Problem' but cannot find out how to change it to the Incident table.

Muralidharan BS · ‎08-08-2020

Hi Aditya,

You have to enable ITSM self service plugin to get the OOTB topics likes this. This effortlessly allow you to create new incident or check/update on the existing one.

The plugin and details here is - https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/itsm-virtual-agent/con...

Thanks

View solution in original post

SumanthDosapati · ‎08-05-2020

Hi Aditya,

Check out the video in the below link to create incidents with virtual agent :

>> Create Incidents with Virtual agent

If it solves your query mark as Correct and helpful.

Thanks & Regards,

Sumanth

Aswini2 · ‎12-24-2021

Hello Sumanth,

What is the script written to automatically generate incidents.

Many thanks in advance.

Aswini

Suseela Peddise · ‎08-05-2020

Hi,

Printer Issues, Email issues are OOB topics to create incident. In below examples, Agent first checks for outage or relevant KB article about the issue mentioned by the user.If nothing found then Incident gets created.

Please check the flow of below topics.

Hope this helps.

If I have answered your question, please mark my response as correct and/or helpful.

Thanks,

Suseela P.

Suseela Peddise · ‎08-07-2020

Hope this solved your query.

If it is solved please mark my response as a correct answer, so that others in future can find their answers.

Thanks,

Suseela P.