Can't restart Virtual Agent conversation when clicking "Click here to start a new conversation" in the Service Portal home

[vicnor]

Hi,

I've been posting this a few times now, but I really need someone to help with this. It's about the Virtual Agent.

On my account, when I am at the home page, the conversation restarts when I click in the text field "Click here to start a new conversation". The bot restarts and I get the welcome message as I am expecting.

My colleague gets this when clicking on "Click here to start a new conversation" (the conversation does not restart, just giving "-------"):

When they log in to my account (or impersonate) and test it, it works as expected... What can be the problem between our accounts? We're all in the same portal.. They don't get the last message "Thank you for using our support chat", which shall come from the Closing topic "Closing Conversation". I've checked their settings in Virtual Agent - General Settings, and it looks the same as mine.

Note: It always works when running it in the https:<myUrl>/$sn-va-web-client-app.do?sysparm_skip_load_history=true

The problem is when we are using it in the widget on the service portal home! Please help me check this. I've had a hard time to debug it, and I can't find what the problem is...

Any suggestions?

[Alberto Consonn]

Hi,

this article might help you:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0714728

Cheers
Alberto

[vicnor]

Hi Alberto,

Thank you for answering!

I checked this and I am using the sys_id from sys_cs_topic.list

It still does not work.. 😞 I still get "------" when trying to click for starting a new conversation.

[Mark Roethof]

Can you look at the question I posted below?

Though reading your response above, I'm guessing you are starting the Virtual Agent with an additional option like:

sysparm_topic=<sys_id>

Though, is that topic, also your Greeting topic? Like I mentioned in my other reply? What did you set now as Greeting Topic? If nothing set, how should the Virtual Agent know, how to go to your custom sysparm_topic? With the limited info, I think this is your issue.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Mark Roethof]

Hi there,

You mentioned: https:<myUrl>/$sn-va-web-client-app.do?sysparm_skip_load_history=true

So how does the url look like when it's not working? Are you using additional options, like a specific sys_id for example?

Your topic mentions version New York. Is this correct? Are you using this topic as a Start conversation, through the Setup Topics? So something like:

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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