Virtual Agent Multi-Turn Catalog Ordering Fails on Short Description

[zjoseph]

Hi Community,

I’m using ServiceNow Virtual Agent with Multi-Turn Catalog Ordering enabled on a Service Portal. Most catalog items work fine, but I have an issue with one specific item (a Record Producer for logging an Incident).

This item includes multiple fields:

• Short Description (mapped to "short_description", Single Line Text)
• Description (mapped to "description", Multi Line Text)
• Other standard fields

Here’s the problem:

• The VA successfully captures all fields until it asks for Short Description.
• No matter what I type (valid text, gibberish, short or long), the VA responds:
  “I don’t recognize this as an answer to this question.”
• If I remove the Description field from the catalog item, the VA accepts Short Description and completes the process. Adding Description back breaks it again.

What I’ve tried:

• Verified plugins are up to date
• Checked Virtual Agent Designer topics
• Tested on different portals
• Looked through forums but found nothing conclusive

Has anyone experienced this? Is there a known conflict when both Short Description and Description fields exist? Any workaround or configuration fix would be greatly appreciated!

Thanks in advance!

[Rafael Batistot · Accepted solution]

Hi @zjoseph 

May you try  create a custom multi-line variable instead using directly description  (e.g. u_details), and map it to the Incident description field using a producer script or Flow Designer.

This avoids the VA hitting the reserved keyword conflict.

Example code

 if (producer.u_details)
        current.description = producer.u_details;

[zjoseph]

Hi @Rafael Batistot 

Thank you very much for the suggestion. This has solved my issue!