Modifying an Approval Record Display on Process Approval Topic for a Virtual AgentDescription<!-- div.margin { padding: 10px 40px 40px 30px; } table.tocTable { border: 1px solid; border-color: #e0e0e0; background-color: #fff; } .title { color: #d1232b; font-weight: normal; font-size: 28px; } h1 { color: #d1232b; font-weight: normal; font-size: 21px; margin-bottom: 5px; border-bottom-width: 2px; border-bottom-style: solid; border-bottom-color: #cccccc; } h2 { color: #646464; font-weight: bold; font-size: 18px; } h3 { color: #000000; font-weight: bold; font-size: 16px; } h4 { color: #666666; font-weight: bold; font-size: 15px; } h5 { color: #000000; font-weight: bold; font-size: 13px; } h6 { color: #000000; font-weight: bold; font-size:14px; } ul, ol { margin-left: 0; list-style-position: outside; } --> Description By default, the approval record displays predefined fields from the following tables: change_requestsc_requestkb_knowledge If you want to modify the fields or add fields, you will need to edit the script which defines the way the card is displayed. Procedure To modify the Approval Record display: Select ITSN Virtual Agent Conversation application under Developer section from system setting gear on the top right corner of the pageNavigate from the left panel to Collaboration > Virtual Agent > DesignerClick Process Approval on the Topic pageClick Edit topic flow buttonClick Display Task icon on the flow chatClick Script Response Message on the right to get into the scriptThe code for the record display starts at line 22 with if (source_table == 'change_request')Modify the exiting fields or add new tables and fields For example: For the table kb_knowledge, by default, the following code defines the display format: if (source_table == 'kb_knowledge') fieldList = ['kb_knowledge_base', 'kb_category', 'short_description', 'valid_to','author','source']; You can change the order of the fields or add more fields by reordering or adding field names to the fieldList code line. ( fieldList = ['kb_knowledge_base', 'kb_category', 'short_description', 'valid_to','author','source'];) Note: If you want to add a display a field from a table that is not defined in the script, for example the fields quantity and price from sc_req_item table, you can add the code into the script as follows: else if (source_table == 'sc_req_item') { fieldList = [''quantity', 'price']; } Applicable Versions London with ITSN Virtual Agent Conversation plugin installed on the instance