Atlassian Intelligence Virtual Agent: How can I get the "ask for information" working?

[Zach Goeppinger]

We already have the custom fields of the appropriate category (paragraph) created, so I'm not understanding why I'm still getting the error:

Field type not yet supported for the virtual agent. Select another field.

How have people gotten that to work?  Are there any good examples I can be sent.  Also- I'd like to have the Agent create an issue for the appropriate JSM project, I imagine that's where I'd use the 'send web request' step so that it pulls in the ask for information results. 

Thanks for any guidance! 

[Dave Rosenlund _Trundl_ · Accepted solution]

Welcome to the Atlassian Community, @Zach Goeppinger  👋

The Virtual Agent only works with the same fields that you have configured in the Request Type form that is displayed on the portal. So, double check this first.

Then, if you want to add extra fields in the Virtual Agent interface, add them field first in the Request Type that will be available in the Customer Portal. That way, the field should be available within the Virtual Assistant workflow.

Note: Not all field types are supported by Virtual Agent in this interface, but Select and Short text are safe to use.

Hope this helps, 

-dave

[Zach Goeppinger]

Thanks @Dave Rosenlund _Trundl_ !  What if you put the custom field in a custom form?  is that buried too deep in the request? 

[Dave Rosenlund _Trundl_]

Honestly, I am not sure, @Zach Goeppinger.  Sorry 😕 

IMO it's worth a try, but I have no firsthand experience with that.

[Zach Goeppinger]

Can confirm.  :)  (Letterkenny reference.)  The custom field DOES need to be on the request itself, it cannot be part of a form. 

[Jana Bohackova]

I have experienced same as you @Zach Goeppinger

It felt like a bit of a catch-22: if a field is required in the form, you can’t set it as required in the Request type. This caused issues for us since we use these fields in forms for conditions and automations.

With only summary and description marked as required, requests sometimes get submitted automatically with too little information, creating extra work.

After some trial and error, I came up with a workaround to always guide users to submit tickets through the form. This way, we can use the form consistently without breaking our automations.

How? I created a new request type with a required single-option field. The field has only one option, set by default, so users don’t have to interact with it. (note. this field can't be used for Ask more information).

This approach not only prevents tickets from being raised with missing info but also reduces unnecessary user interactions. Hopefully, Atlassian will add more flexibility for managing fields to make setups like this easier!

[Aaron Pavez _ServiceRocket_ · Accepted solution]

Hi @Zach Goeppinger 

Can you tell us which part of the configuration you are stuck in?

https://support.atlassian.com/jira-service-management-cloud/docs/about-step-types-in-the-virtual-agent-flow-builder/

can you double check the paragraph field? maybe creating a new one just to test?

Or the field is missing from request type? as mentioned here:

https://community.atlassian.com/t5/Jira-Service-Management/Re-Jira-Virtual-Agent/qaq-p/2698026/comment-id/169858#M169858

What about the wiki rendered style? have you tried both configurations?

Regards

[Zach Goeppinger]

@Aaron Pavez _ServiceRocket_ I've put the custom fields in a form, is that going to be an issue?  Does the field need to be on the request itself? 

[Zach Goeppinger]

See above, I did confirm it has to be on the request directly, not on a form. :)