I use the OOTB Open IT Ticket 2.0 in my virtual agent. After asking the user for a short description, another topic "Add Comments-Similar Incident" is called up. The first thing this topic does is search for a similar incident, and that's where I have a problem.
I've created a ticket with “test” as the short description.
If I try to create a new ticket with “test” as the short description, the virtual agent should ask me if I want to update the existing incident. But it never finds similar incidents and always try to create a new ticket.
I don't find any documentation about the class and functions used in the script (ItsmVaNluHelper, getSimilarIncidents(shortDesc, vaVars.top_n))
does anyone know what's keeping it from working?
I'm using the Xanadu version.
