CSM Check Case Status topic/conversation template not working after we tried duplicating

[ryev_a_]

Check Case Status was working before in our sandbox environment, we also tried duplicating it however after we removed the duplicated one for cleanup purpose, the read-only template for Check Case Status conversation/topic is not working, during testing it will only show suspended in the logs.

So far we tried repairing the plugins, importing duplicated check case status from our PDI.

Has anyone of you encountered this and any way you fixed this?

Thanks!

[vaishali231]

hey @ryev_a_ 

Yes, I have seen this issue before.

When you duplicate an OOB Virtual Agent topic (like Check Case Status) and later delete the duplicate, ServiceNow sometimes leaves broken references behind (especially for the read-only template and its variable mapping). Because of that, the topic gets stuck in the Gather Data step and the VA logs only show suspended.

What the log means

The message:

“Task primary suspended… gatherData”

means the topic is not able to complete the Gather Data node, so it never moves forward to the next step (template rendering).

Why it happens

The OOB topic depends on:

Read-only template record

Template version

Variable mapping inside the topic

After cleanup/removal of the duplicated topic, one of these links can get corrupted.

What fixed it

Open Virtual Agent Designer - Topics - Check Case Status

Locate the Read-only / Render Template step

Delete that step and add it again

Re-check the Gather Data variables and mappings

Flush cache 

Test again in VA Tester

Notes

Importing the topic from another instance (PDI) usually doesn’t help much, because VA topics + templates rely heavily on sys_id references.

If it still doesn’t work, the clean fix is reverting the topic/template back to OOB.
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Regards
Vaishali Singh

[ryev_a_]

Thank you for your response, that is exactly the error.

I'll try this and get back here.