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Virtual Agent Multi-Turn Catalog Ordering Fails on Short Description

zjoseph
Tera Contributor

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!

1 ACCEPTED SOLUTION

Rafael Batistot
Kilo Patron

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;



 

If you found this response helpful, please mark it as Helpful. If it fully answered your question, consider marking it as Correct.

Doing so helps other users find accurate and useful information more easily.

View solution in original post

2 REPLIES 2

Rafael Batistot
Kilo Patron

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;



 

If you found this response helpful, please mark it as Helpful. If it fully answered your question, consider marking it as Correct.

Doing so helps other users find accurate and useful information more easily.

Hi @Rafael Batistot 

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