---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Update the live agent script include

# Update the live agent script include {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While we configure these deflections, we need
to update the live agent script include. Update the SSADeflectionHelper script to override the <var class="keyword varname">checkInteraction</var> function.

## Before you begin

Role required: admin

## About this task

An agent interaction is where the interaction is not through a virtual agent interaction. The interaction could be through Walk up experience, phone, video or with a live agent. The base system instrumentation checks whether
the employee created an incident or interacted with an agent after reading an article or interacting with a Virtual Agent.

The SSADeflectionHelper script overrides the check interaction function and helps in setting up the live agent interaction.

## Procedure

1. Navigate to AllSystem DefinitionScript Includes.
2. Open the SSADeflectionHelper script include and modify the script as follows.  
   1. Override the function <var class="keyword varname">checkInteraction</var> from SSADeflectionHelperSNC

          checkInteraction: function(openedFor, windowStart, windowEnd) {
                  var interactionRecord = new GlideRecord('interaction');
                  // Pulling Virtual Agent User sysId from com.glide.cs.va.sys_user property
                  var vaUser = gs.getProperty('com.glide.cs.va.sys_user');
                  var windowConditions = 'opened_for=' + openedFor + '^sys_created_on>=' + windowStart + '^sys_created_on<=' + windowEnd;
                  var interactionConditions = 'virtual_agent!=true^ORstateINon_hold,closed_abandoned^ORsys_created_by=system^ORopened_for.web_service_access_only!=false^opened_for.web_service_access_onlyISNOTEMPTY^ORopened_for.internal_integration_user!=false^opened_for.internal_integration_userISNOTEMPTY^assigned_to!=' + vaUser + '^ORassigned_to=NULL';
                  var encodedQuery = windowConditions + '^' + interactionConditions;
                  interactionRecord.addEncodedQuery(encodedQuery);
                  interactionRecord.setLimit(1);
                  interactionRecord.query();
                  if (interactionRecord.next()) {
                      return true;
                  }
                  return false;
              },

   2. Update the following line to update the live agent interaction conditions:

          var interactionConditions = 'virtual_agent!=true^ORstateINon_hold,closed_abandoned^ORsys_created_by=system^ORopened_for.web_service_access_only!=false^opened_for.web_service_access_onlyISNOTEMPTY^ORopened_for.internal_integration_user!=false^opened_for.internal_integration_userISNOTEMPTY^assigned_to!=' + vaUser + '^ORassigned_to=NULL';

   {#update-live-agent-script-include__ol_nsq_zy1_4v}

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