After working on Virtual Agent for a long time now we have realized it is a great plugin and we want to share this knowledge and lessons we learnt during all this time to ease your work. we’ll guide you through Virtual Agent Best Practices, Tips and Tricks and will go through the docs with a more simple language.
If you had ever visited this page on ServiceNow Docs, you as well might have seen this picture :
Step 1 : Navigate to Collaboration > Virtual Agent > Designer
Step 2 : Search for an OOTB topic block ‘Create Incident’ and open it.
Step 3 : Click ‘Duplicate’
Step 4 : Give the topic a unique name and click ‘Save’
Step 5 : Click ‘Edit Topic Flow’ on the properties page of newly created topic
Step 6 : Locate the node ‘Display incident’ and delete it
Step 7 : Add a bot response ‘Text’ between ‘Incident created’ and ‘End’ nodes
Step 8 : Give it a unique name and click the script section of ‘Response Message’
Step 9 : Replace the OOTB script with the below script and click ‘Save’
( function execute ( ) {
var incidentDetails = newGlideRecord ( " incident " );
incidentDetails.get( vaInputs.create_incident );
var html = ' < div style=" border: 1px solid rgb(230, 232, 234); border-radius: 5px; background-color: white; word-break: normal; " >< table >';
html += ‘< tr style=”color:lightseagreen” > < div style=”overflow: hidden; max-height: 56px;” > < td colspan=”2″ style=”overflow-wrap: break-word;word-break:break-word; font-size: 20px; font-weight: bold;” > ‘ + incidentDetails.number + ‘ < /td > < /tr >’;
html += ‘< tr > < div style=”overflow: hidden; max-height: 56px;” > < td colspan=”2″ style=”overflow-wrap: break-word;word-break:break-word;”>Alright, I\’ve opened your incident and a technician will be assigned.< /td > < /tr >’;
html += ‘< tr >< td style=”padding:5px; width:50px; font-weight: bold; vertical-align: top” > < div style=”overflow: hidden; max-height: 56px;” > Urgency’ + incidentDetails.getDisplayValue(‘urgency’) + ‘ < /td > < /tr >’;
html += ‘< tr >< td style=”padding:5px; width:50px; font-weight: bold; vertical-align: top” > < div style=”overflow: hidden; max-height: 56px;” > Short description < td style=”overflow-wrap: break-word;word-break:break-word;” >’ + incidentDetails.short_description + ‘< /td > < /table >< /div >’;
return html;
})()
Step 10 : Locate the ‘Incident created’ node and delete it.
Congratulation, You have created a customized Incident Display Card. Now all you need to do is add your custom topic block to the Topic.
Follow the Steps given here, to add our customized topic block to the Topic. Once you perform the steps mentioned in this link you can see the result.
