Modifying an Approval Record Display on Process Approval Topic for a Virtual Agent - Support and Troubleshooting

Modifying an Approval Record Display on Process Approval Topic for a Virtual Agent Issue  Description By default, the approval record displays predefined fields from the following tables:

change_request sc_request kb_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 page Navigate from the left panel to Collaboration > Virtual Agent > Designer Click Process Approval on the Topic page Click Edit topic flow button Click Display Task icon on the flow chat Click Script Response Message on the right to get into the script The 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