OOB functionality of approving/rejecting RITM's via Virtual Agent

[Harsha M V]

Hi All,

As per the below screenshot, I see there are some OOB functionality where we can approve/reject RITM's in Virtual agent. But this OOB functionality is not working and giving below error

Error:

I'm having technical issues and won't be able to continue this conversation.
There are no agents available at the moment. Please try again later.

How to make sure this topic works and approve the RITM's via VA.

[tarek_elkelani · Accepted solution]

Try activating the Process Approval topic. This topic checks to see whether the logged in user has pending approvals and allows them to approve or reject approvals. This includes RITMs.

Thank you

[Harsha M V]

Thanks a lot Tarek

[Pavan Kumar28]

Hi @tarek_elkelani ,

Thanks for the information it was helpful to me, but may I know the reason why those OOB Approval topics are not working is there any documentation on it for my reference or what I need to do to implement these topics. 
Could you please help me on this.

Thanks and Regards,
Pavan.

[tarek_elkelani]

Hey Pavan,

The topic that is in this screenshot is implemented via actionable notifications. As you can see in the grey box underneath the topic name, this topic is used only in actionable notifications. Therefore, you would need to activate notifications in your VA to use these topics. 

Here is a doc about it:

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/itsm-virtual-agen...