Virtual Service Agent is not sending the ticket number back to chat window

Question

Hi Team,

I am using VSA in JSM and i am calling an Automation within VSA and trying to create a ticket in JSM project, the tickets are getting created but the response with ticket number is not getting send to VSA chat screen , but if use Atlassian Default Flow which is "Escalate" the ticket number is visible on the chat window after creation.

PFA screen shots -

1) Flow diagram - i am calling the Automation rule from inside VSA.

2) Created an automation to create a ticket inside JSM project

3) The ticket is getting created in the backend but the ticket number is not sent to customers in chat window so customers will never understand if the ticket is created or not ?

NOTE - 1) VSA has a request type which is not hidden.

2) No required fields other than summary in Customer portal.

3) When i use "Escalate" option rather than "Automation rule" ticket is getting created and the response is getting triggered to the chat window

Maninder Singh_b3v4h1 · Answer

Hi @shrikant maheshwari  ,

Please use Escalation option in the end of the flow where you want raise ticket instead of Resolve.  It will return the ticket number.

Thanks

Kris Dewachter · Answer

Hi @shrikant maheshwari ,

I presume the automation rule is not returning any information about the created ticket back to the VSA. Will the VSA wait for the automation rule to be finished before continuing to the next step?

Best regards,

Kris