Issue Summary

The customer has expressed a need for users to fill out a JSM form during the escalation process in the virtual agent. Currently, when an escalation flow is triggered, a request is created automatically with a default request type, but the associated JSM form is not attached. The customer wants to ensure that a link to the request origination screen is displayed when the escalation flow is applicable.

Steps to Reproduce

1. Initiate the Virtual Agent:

• Start the virtual agent interface where users can submit requests.

2. Trigger the Escalation Flow:

• Engage with the virtual agent in a manner that triggers an escalation flow (e.g., by selecting an option that requires further assistance).

3. Observe Request Creation:

• Monitor the backend or request management system to confirm that a new request is being created automatically.

• Note that the request type defaults to the pre-configured default request type for escalations.

4. Check for Form Attachment:

• Verify if the form associated with the default request type is attached to the newly created request.

• Confirm that no link to the request creation screen is displayed to the user.

5. Expected Outcome:

• Ideally, when the escalation flow is triggered, the user should see a link to the request form screen and be prompted to fill out the necessary information before the request is submitted.

6. Actual Outcome:

• The request is created by the virtual agent without any JSM form attached, and there is no opportunity for the user to provide additional input via a form.

Expected Results

Ideally, when the escalation flow is triggered, the user should see a link to the request form and also be prompted to fill out the necessary information in JSM Form before submitting the request.

Actual Results

The request is directly created by the virtual agent without any form attached, and the user is not able to provide additional input via a form.

Workaround

Currently, there is no known workaround for this behavior. A workaround will be added here when available