sn_cs.VASystemObject methods

[Srijan]

Hi, 

what are the different sn_cs.VASystemObject methods? I came across 'sn_cs.VASystemObject.faultAbandonedConversations();'. What are the other methods that can be used? Is there any systemobject method to start a new conversation or switch to a new topic? Im trying to create a scheduled job.

[Mark Roethof]

Hi there,

Unfortunately there's no much documentation on for example sn_cs.VASystemObject or vaSystem (or there is documentation, though it's not complete). While if you search the instance, you will come accross a lot more possibilities than described on for example the Docs. Risk being, that you will find some, though not supported.
So probably we are missing some nice possibilities which are not documented.

Some times you can reverse engineer, though just like Murali mentioned, in this case sn_cs.VASystemObject  is not readable.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Community Alums]

One method that I have found is

sn_cs.VASystemObject.faultAbandonedConversation(conversationId)

- where conversationId is the sys_id of a sys_cs_conversation record. This will immediately fault the selected conversation and show the message "It seems you have left the conversation." I found this just through trial and error.

Likewise I have a use case for taking action on a conversation after a specific period of time - such as after the user has been waiting for a long time for a live agent. Ideally I wouldn't just end the conversation but gracefully transition back to the virtual agent and offer the option to open a case, but I haven't found a way to do that yet. Using this method to cancel the conversation will at least allow the user to start a new conversation - otherwise they will be permanently stuck waiting in the queue (at least until the nightly job runs the faultAbandonedConversations method).

[Chris D]

This was super helpful in clearing stuck conversations - thanks!!

I had never heard of conversations getting stuck before ("Oh no" error message displayed + end topic button disabled), but it just happened to two users oddly on the same day and I used that method to clear them up.

[Feddy]

https://community.servicenow.com/community?id=community_question&sys_id=4d4a2ae61b9a6490ed6c9979b04bcb6c


Please visit this question and give me your inputs.
Any help would be much appreciated

[Sebas Di Loreto]

Hey guys, I have dealing with this for some time and I can help here.

I like to describe the chat interaction in 3 stages: talking to virtual agent (VA) is the first one (assigned_to=virtual agent), waiting for a live agent (AWA routing) is the second one (live_hand_off notEmpty) and working with a live agent is the third (assigned_to=name of agent).

You are talking about controlling the stage 2 and not waiting forever to be routed to an agent. The queue's Max Wait time controls that. Go to the queue's record and enter a number there. We put 1 hour. Then the "Chat work item time out" scheduled job should take care of graciously finishing those interactions. It looks for canceled awa_work_item records. The bus rule "Timeout Chat Work Item" closes abandoned the corresponding interaction. The bus rule "Interaction - On Abandoned" sends the "no available agents" and closes the conversation with "thank you for using the chat".

Hope this helps.