"Ask a Question" button on Employee Service Center HRM Ticket Page not launching Virtual AgentIssue The "Ask a Question" button that appears on the HRM Ticket Page for records viewed through the Employee Service Center does not open the Virtual Agent chat pane in the bottom-right corner. In an affected instance, if the "Ask a Question" button is clicked, a different widget opens that allows the user to post messages to their case via the Connect messaging engine.ReleaseAll releasesCauseThe issue can be caused by a missing OOB Page Route Map [sp_page_route_map] record. This Page Route Map routes from "hrm_ticket_page" to "standard_ticket", which contains all the logic to open the VA chat: https://instance_name.service-now.com/sp_page_route_map.do?sys_id=ed1cbb15738200105788e1e54cf6a760 ResolutionImport XML the attached Page Route Map record. The record is in the "com.sn_hr_service_portal" plugin and it is only created if the "com.sn_hr_core plugin" is already installed; furthermore, it is created only on the first time the plugin is activated (repairing the plugin would not bring it in).