How to pass value from Actionable VA notification to VA topic

khyati4
Tera Contributor

3 weeks ago

Hi,

I have created actionable Virtual Agent notification for incident table and have mapped VA topic with it. 

I need to pass the current incident number to the VA topic as well. How to do that?

 

How to pass the current Incident number of that notification to the VA topic mapped with it?

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Matthew_13
Mega Sage

3 weeks ago

Hi Buddy,

You can do this by passing the incident details as context data from the actionable notification and then reading it in the VA topic.

In the Actionable Virtual Agent Notification:

  • Add a payload/context variable for the incident, for example:

    • incidentSysId = ${sys_id} (recommended), or

    • incidentNumber = ${number}

In the Virtual Agent topic:

  • Create an input variable with the same name.

  • Use that variable in the topic (either display the number directly or look up the Incident using the sys_id and then show the number).

Map the notification payload variable to the topic input when you associate the notification with the VA topic.

This way, when the user clicks the actionable notification, the VA topic already knows which Incident it’s about.

@khyati4 - Please mark Accepted Solution and Thumbs up if you found Helpful 🙂

MJG
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