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Hi there,
The New York release comes with a new "Setup Topics" structure for Virtual Agent. While promoting our changes to our test environment, we noticed the selected Setup Topics were actually not applied. The selected Setup Topics did not get applied to the changes we made on our development environment?!
After some diggin', of course, it's almost nothing to it… Just sharing a small piece of Virtual Agent knowledge gained on the Setup Topics.
New York Setup Topics
The New York release comes with Setup Topics which are "basic elements of a virtual agent conversation, such as the welcome greeting or fallback responses, for use in your Virtual Agent conversations. These reusable elements, called Setup Topics, are part of a standard conversation framework applied to all your conversations."
Source: Docs Select Virtual Agent Setup Topics
Select Setup Topics
The Setup Topics selected can be found through navigating to:
Collaboration > Virtual Agent > General Settings
Here you can simply select any other (custom) Setup Topic.
Promoting changed Setup Topics
New Topics or changed Topics can be promoted through the usual ways, like Update Sets or Scoped Apps. If you activated a different Setup Topic in the previous step, this is actually NOT promoted to other environments through Update Sets or Scoped Apps. Why not?!
After some diggin', I found out that the Setup Topics are stored in one record in the "General Settings" table. This is handled like data, the General Settings table is not set up with the update_synch attribute.
So when promoting changes on selected Setup Topics, you've got several possibilities:
- Manually select the changed Setup Topics
- Opening the sys_cs_general_settings table and manually export the General Settings record to XML and import the XML
- Opening the sys_cs_general_settings table and "Create Application File" which will be captured in your Update Set
Which road you choose, it's up to you. Personally, I would go for "Create Application File". Simply be aware that changes to selected Setup Topics are not automatically captured and promoted to other environments.
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And that's it actually. Hope you like it. If any questions or remarks, let me know!
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Kind regards,
Mark Roethof
ServiceNow Technical Consultant @ Paphos Group
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