---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Create the Open Incident workflow in the Asset Refresh topic

# Create the Open Incident workflow in the Asset Refresh topic {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Each Decision branch introduces additional workflows. After creating our main Asset Refresh workflow, we need to ensure that the user can get help if something goes wrong. In this example, we will help the user create an
incident.

## Antes de Iniciar

[Create the Asset Refresh topic in Virtual Agent Designer](https://servicenow-prod.fluidtopics.net/Ubpf95u~~clH_hLnrJV7cg "Create the topic in Virtual Agent Designer using topic blocks that come with the ITSM Virtual Agent Conversations plugin. When the user receives a notification that it's time to upgrade, they will be directed to this topic.")

Role required: virtual_agent_admin or admin

## Procedimento

1. Open the Asset Refresh topic in Virtual Agent Designer.
2. Return to the false decision branch after the Asset Check Boolean question that you asked the user.
   1. From the Components area, drag a Text bot response node onto the false branch on the canvas.
   2. Select the node to view the properties palette.
   3. Enter a name for the node and the response you want to display to the user.  
      For example, name the node <kbd class="ph userinput">Open Incident</kbd>. For the Response message, type <kbd class="ph userinput">Since you no longer have the device, we need to open an incident.</kbd>

   {#create-example-asset-refresh-flow2__substeps_g13_ff3_4xb}
3. Add a Topic Block utility to node to create the incident.
   1. From the Components area, drag a Topic Block utility node onto the canvas.
   2. In the properties palette, select Create Incident for the Topic block.
   3. Under Input mapping, use dot-walking to specify the caller and short_description parameters.  
      * For the caller, specify Input Variables \> User.
      * For the short description, specify Input Variables \> Asset Lookup \> Asset tag.
      {#create-example-asset-refresh-flow2__ul_ts5_yg3_4xb}

   4. Under Output mapping, make sure to enable the created_incident_sys_id variable.  
   {#create-example-asset-refresh-flow2__substeps_zf2_hg3_4xb}
4. Drag this flow's arrow to the End node to complete this part of the workflow.
5. Select Save.

## O que Fazer Depois

[Create the More Information workflow in the Asset Refresh topic](https://servicenow-prod.fluidtopics.net/ubZnhxMAOgH49p1j7FpDHg "In our example, we must provide the workflow for the \"more information\" Decision branch. If the user wants to learn more before upgrading, we can point them to a specific KB article explaining how your organization's policy works.")