Now Assist Virtual Agent Q&A Card Returns Links That Open Within VA - Support and Troubleshooting

Now Assist Virtual Agent Q&A Card Returns Links That Open Within VA Issue Users are experiencing a bad user experience when clicking on links returned in the Q&A cards within the virtual agent now assist. The links open within the virtual agent, causing the virtual agent bad rendering.

Steps to reproduce

1. Connect to the instance

2. Go to the /_PORTAL_

3. Open the virtual agent

4. Type in query 'how can i get test accounts?

5. The Q&A card returned will have links

6. Click on one of the links within the body of the Q&A card and the Knowledge article are surfacing in Now Assist Q&A on the Virtual Agent Q&A card in the VA window

Cause The links are being rendered as markdown. The Now Assist Q&A skill in the virtual agent is using a script include to convert markdown to HTML. The script include is not setting the target attribute for the anchor tag, which is causing the links to open within the virtual agent.

Resolution 1. Go to MarkdownToHtml script include

=> https://_INSTANCE_NAME_.service-now.com/sys_script_include.do?sys_id=ee90ed0f938dbd10c9acb7cd1dba1061

2. Update the script include that converts markdown to HTML to set the target attribute for the anchor tag, thus:

On line 99, change this

' ' + unesc(highlight(p3)) + ' ' :

to

' ' + unesc(highlight(p3)) + ' ' :

3. Save