Submit a request topic conversation

Users can submit a request in a Virtual Agent conversation.

The Submit a request topic conversation uses the following topic blocks:

• Search Catalog Item
• Request Catalog Item

Using the Submit a request topic conversation, users can submit a request by choosing from all available options. For example, when a user is requesting an item, the Virtual Agent prompts the user to enter a search keyword. After the user enters the keyword, the Virtual Agent responds with available choices in a carousel view.

When the user selects the required item, the following scenarios are possible:

• A user can submit a request in the conversation mode (by answering the questions in line). After the request submission, a requested item card is displayed with the request number as a link to the request page.

**Note:** In Now® Mobile, the URL opens the native screen.

• A user can submit a request in a popup or a window.

  • In case of a popup, Virtual Agent provides a link for the user to submit the request in a popup without navigating to a new tab. A non-conversational catalog item can be rendered as a popup only if it does not have any Custom, Custom with label, or UI Page variables. For more information, see Service Catalog topic blocks in Virtual Agent.
  • In case of a window, Virtual Agent provides a link for the user to submit the request in the Service Portal defined in the sn_itsm_va.com.snc.itsm.virtualagent.portal_url property. A non-conversational item will be rendered as a window it has a Custom, Custom with label, or UI Page variable. For more information, see Service Catalog topic blocks in Virtual Agent. Note: Now Mobile opens the item in Mobile Employee Service Portal (mesp).

Parent Topic:Service Catalog topic blocks in Virtual Agent powered by NLU

Related topics

Service Catalog topic blocks in Virtual Agent powered by NLU