Description
How to redirect Virtual Agent Bot Response Card record url to another portal than /sp. As an example, when the Out of Box 'Open IT Ticket' topic creates a card for the incident, clicking on the incident number displays the record in /sp. Even if the Virtual agent is added to another portal,the record opens up in /sp.
This article explains how to use a scripted output to display a card and redirect the record to the desired portal.
Procedure
As an example, use Out of Box 'Open IT Ticket' topic.
- Open the topic in Designer and 'Edit Topic Flow'.
- In Madrid, the topic uses Bot Response 'Card' to display the new incident
- Instead of using 'Card' add 'Script Output'
- Now in the Response Properties add the following:
Name: Incident Card
Script Output Type: Single-part
Script Response Message:
(function execute() {
var incident = new GlideRecordSecure('incident');
incident.get(vaInputs.create_incident);
var title = {
url: gs.getProperty('glide.servlet.uri') + '/' +
gs.getProperty('sn_itsm_va.com.snc.itsm.virtualagent.portal_url') +
'?sys_id=' + incident.sys_id + '&id=ticket&table=incident',
label: incident.number
};
var fieldList = ['category', 'assignment_group', 'short_description', 'state'];
var cardRenderer = new global.VaRecordCardRenderer(true);
var fields = cardRenderer.createFields(fieldList, incident);
var html = cardRenderer.renderCard(title, fields);
return html;
})();
5. Save the topic.
6. Now go to sys_properties.list
7. Find the following property: sn_itsm_va.com.snc.itsm.virtualagent.portal_url
8. It must be set to sp. Change it to the desired portal.
Applicable Versions
London and above.
Additional Information