How to add a custom field to virtual agent

[Rodney Estrada]

I'm trying to use a custom field in a virtual agent intent. I added/saved it but it's not displaying when testing. The custom field works when manually creating a ticket in the portal.

Any insight or direction to documentation would be greatly appreciated!

[Gregory Chavez]

Hello, @Rodney Estrada 

You’ve set up the custom field correctly, but it’s not displaying in the virtual agent intent. Here are a few things to check:

Field Mapping: Ensure that the custom field is correctly mapped in the virtual agent’s configuration. Sometimes, fields need to be explicitly linked to the intents.
Permissions: Verify that the virtual agent has the necessary permissions to access and display the custom field. This can often be a permissions issue.
Field Visibility: Check if the custom field is set to be visible in the context of the virtual agent. Some fields might be hidden by default See here: https://support.atlassian.com/jira-service-management-cloud/docs/train-your-virtual-agent-Official Website-to-recognize-an-intent/.

I hope this info is helpful to you.

Best Regard,
Gregory Chavez

[Stacey E. Kimmel-Smith]

I had this question but did not get as far as Rodney -- how do you link fields to the intents? Where are the agent permissions?