Virtual Agent - Change multi-link URL

[rafas_10]

Hi everyone, 

I hope you are doing well.

Currently in our Virtual Agent configuration we have multi-link to display several articles from the 'kb_knowledge'.

Currently the URL is being displayed as 'https://<InstanceName>.service-now.com/kb_view.do?sys_kb_id=f1ce2ba3c39ade5cd3bcb98dc00131a1' which I don't want.

I want it to have the format:

'https://<InstanceName>.service-now.com/esc?id=kb_article_view&sys_kb_id=c941d243c3965650d38f9975e001....

Where can I make this change?

Thank you for the help.

Kind regards,

Sérgio

[Ankur Bawiskar · Accepted solution]

@rafas_10 

how are you generating the links?

check this

How to redirect knowledge article link in VA Agent search result to portal instead of native UI 

you can use scripted output and form your URL which contains esc portal

also check this link

Virtual Agent - Knowledge Article needs to open in the ESC portal. 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[rafas_10]

Hi @Ankur Bawiskar ,

This is exactly it. Thank you very much for the help!

Kind regards,

Sérgio

[rafas_10]

@Ankur Bawiskar one last question.

I have 2 bots. HR bot and IT bot. If I'm talking with IT bot it should open the articles on the sp portal. If I'm using the HR bot it should open on the esc. Is there any way to do this logic?

[Ankur Bawiskar]

@rafas_10 

somehow in script you should determine your BOT is in which portal sp or esc

based on that you can handle the logic and update the script

If my response helped please mark it correct and close the thread so that it benefits future readers.