Hello Everyone,
I have created a topic in Servicenow Virtual Agent which takes incident number as an input. Once provided, it lists down actionable items like assign it to self, update the work notes, change the state of an incident. The logic for these actions are taken care from the topic. I have also created a business rule which triggers when an incident is created and assigned to a specific ServiceNow group. The business rule identifies the primary on-call user and retrieves its email Id and Sys id.
What I'm looking for it to send a notification to the primary on-call user in the virtual agent and trigger the topic.
How can I achieve this?
