The ML solution details not getting reflected in the VA chat post Vancouver upgrade

[Nasreen2]

Hi All,

There are some similarity and classification solutions that were used in a Topic using Action utility. One of them is for predicting similar resolved incident based upon the short description entered by user in the VA chat. The solution will give the details of the similar resolved incident in the past and show those details like incident number, close notes etc. in the VA chat. 

Recently the instance got upgraded to Vancouver and after that these details are not getting populated and it is giving ]null-null] values in that place. Similarly the incident which gets created through VA should get assigned to an Assignment group as per the classification solution and that is also not giving result in the incident record.

But while testing the similarity/classification solutions are working correctly as expected and giving desired results. But these results are not getting fetched through the topic in VA designer.

Could anyone let me know what might be the cause of this issue and are there any sucj issues happening over Vancouver upgrade? And is there any way to rectify these errors?

[Nasreen2 · Accepted solution]

This issue is not with PI and with the script used inside the topic. The way scripting was done was working prior to the upgrade and that code was not working in Vancouver version after upgrade. Reviewing and modifying the script is making the functionality to work as before.