How to order catalog items using the Virtual Agent

G Sai Vamshi · ‎05-01-2022

Hello All,

I have a requirement to submit the catalog items through the virtual agent. I have gone through the OOB Plugins which has "Search for catalog item" and " Order a catalog item" topics blocks. Using them we can submit catalog request.

But it comes with many limitations , for eg it does not support checkbox variable & a reference field with more than 80 records.

I know the way of building a topic for each catalog item and using cart API we can submit the request.

But is there any way to build a topic which supports multiple catalog items with checkbox/reference field support. rather than creating a each topic for catalog item.

Logan Poynter · ‎05-01-2022

Hello,

Virtual Agent checks that a particular catalog item passes the has_va_support logic - this essentially checks the catalog item for eligibility to be rendered in the bot (ie. making sure there are no client scripts, no unsupported variables, etc). A full list of what the bot can support can be found here.

As VA itself cannot support checkboxes, you would have to create a specific topic with scripting to handle the logic (setting it to True/False based on user response). Given the bot supports Yes/No, it may be more feasible to convert the Checkbox variables to Yes/No than to create topics.

Regarding reference fields, to combat the 80 record limit you may want to look at reference qualifiers to reduce the total count coming back if at all possible in your implementation. Otherwise, there is no way around this.

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

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Deepika2 · ‎05-03-2022

Hi,

there is an ootb topic of ordering a catalog item in VA. But it checks 'has VA support'logic. If that fails then, you cannot submit an item using the OOTB topic. But you can write a script to submit the catalog item. You can make use of cart API to order catalog item via VA.

Hope this answers your question.

G Sai Vamshi · ‎05-03-2022

Hi Deepika, If we are using cart api, we need to hardcode specific to catalog item right? We cannot use the same script to other catalog items, please correct me if i am wrong.

Chetan Mahajan · ‎05-03-2022

Hi, Refer below article to create catalog item by Virtual Agent

https://community.servicenow.com/community?id=community_article&sys_id=cc22fcf0db64c190be625ac2ca961...

Kindly mark correct and helpful if applicable