---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure Virtual Agent topics for ITSM Success Dashboard indicators

# Configure Virtual Agent topics for ITSM Success Dashboard
indicators {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Map Virtual Agent topics other than base system topics to deflection patterns so data displays correctly in ITSM Success Dashboard indicators.

## Before you begin

Role required: admin

## About this task

Map the topics with deflection patterns of the ITSM VA Default deflection tracker. Deflection trackers help analyze the performance of a conversation and how helpful Virtual Agent topics are for users.

Modify the URL for the Link Output in a topic to set the referrer to VA. When a catalog item is submitted, the item is calculated as a submission from Virtual Agent.

## Procedure

1. Navigate to AllVirtual AgentDesigner.
2. Select the topic for which you want to add the deflection tracker.
3. Enable the flow chart view by turning off the Table View toggle switch.
4. Move the Deflection node from the Utilities section to the place in the flowchart where you want to add the deflection pattern.
5. Enter the following details in the Deflection Properties pane.  
   {#instrument-virtual-agent-sdb__table_tbt_4rj_25b__entry__2}

   | Field | Value |
   |-|-|
   | Deflection Configuration | ITSM VA Default |
   | Deflection Pattern | * ITSM VA-Self-Resolving: Select when the topic node indicates that Virtual Agent resolves the user problem without creating an IT ticket (incident or request). This pattern contributes to the Self-solved KPIs. * ITSM VA-Triage \& Created: When the node in the topic indicates that an IT ticket (incident or request) was submitted using Virtual Agent and consequently contributing to the call deflection KPIs. {#instrument-virtual-agent-sdb__ul_lhs_3gn_vrb} |
   | Activity Table | Table where the deflection activity occurs. This table is associated with the primary activity table. For more information, see [Create deflection configurations and patterns](https://www.servicenow.com/docs/access?context=set-up-deflection-settings-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US). |
   | Activity Ids | List of comma-separated activity system IDs. |
   [Table 1. Deflection input parameters]

   {#instrument-virtual-agent-sdb__table_tbt_4rj_25b}
6. Select Save.
7. Select Link Output in the flow chart.
8. Select the URL in the Link field in the Link response pane.
9. Append the URL with `&referrer=va`.
10. Select Save.
**Related topics**   

* [Tracking deflections using deflection topic blocks](https://www.servicenow.com/docs/access?context=deflections-virtual-agent&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)
* [Create deflection configurations and patterns](https://www.servicenow.com/docs/access?context=set-up-deflection-settings-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)

*[\>]: and then