How does Virtual Agent display all Requests the same as in "My Requests" in Portal

[Junyu]

Dear all,

We want to implement "Check Ticket" function in Virtual Agent.

It should display all Requests the same as in "My Requests" in Portal:

I tried the Check IT Ticket Status (Template) in Virtual Agent, but it doesn't work as expected:

Also, I looked at the types of prefixes for the ticket: sys_number.list. 

I think My Request in Portal can show that there are far more than 2 types of Tickets.

Therefore I have 2 questions:

1. Is there any ready-made template in VIrtual Agent Designer that can realize the function of My Requests in Portal(doesn't require user confirmation, just display all of them).

2. If there is no template, can you tell me what ticket prefixes are accepted in My Requests in Portal so that I can implement the same myself.

I have found the related widget (My Requests):

    

Alos I have found sth. in the "My Requests" Page Editor. It seems to use request_filter.list?

In summary, can anyone tell me which tables are used by the My Request widget?

Thanks a lot!

[Gokul Janardana]

Hi Junyu,

In the Check IT Ticket Status (Template), Incident/Requested Item input is taken to set the table. If you look at the next step, depending on the input the table is set to "incident" or "sc_req_item".
Instead of this, you can skip this step and set the table to "task" and filter only incidents and req items using a condition on Task Type field. 

If you want to display any other tasks, you can just add more tasks in the filter, like change, SCTask etc...

If you find my answer helpful, please accept the solution and mark it as helpful!

Thanks,
Gokul J

[Junyu]

Hi Gokul,

Thanks for your reply,

"task" is a very useful table, but I would like to know what kind of Filter idea is adopted in "My Request Widget" on Portal.

Because my purpose is to make Virtual Agent exactly the same as the ticket displayed by "My Request Widget".