Virtual Agent not returning HR catalogs and KBA result

HarshitaS262013
Tera Contributor

‎07-01-2024 03:09 AM - edited ‎07-01-2024 03:13 AM

Hello All, I'm having an issue with Virtual Agent search. My VA is only returning HR related results for catalogs and KBAs. Whenever I'm searching for any IT related stuff, it is not returning anything. Please see the below snapshot.

 

Here, I searched for a sample KB article CMDB: Duplicate CI Detection  whose Knowledge base can view is "Any user". So ideally it should return this article. But instead its returning weird users name in result.

 

From the configuration POV, in the search resource context proerty (cxs_res_context_config_prop) I have given the value for all KBAs and catalogs (both IT & HR) which are required for VA to return the results from. Am I missing anything? Why it's not working for IT? Any fast help would be appreciated. 

 

Thank you so much in advance!!

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sachingchaudhar
Tera Contributor

‎10-04-2024 08:28 AM

 

 

Hi Har**bleep**a,

Sometimes, CSS or theme-related changes can be the root cause of this issue. I encountered a similar situation, which occurred because theme styles were missing after migrating changes from a lower instance to a higher one.

For example, I made some updates to the mobile app theme and checked the mobile theme field in the following table:

https://your_instance_url/sys_sg_native_client_list.do?sysparm_clear_stack=true

sachingchaudhar_0-1728055224846.png

Upon further investigation, I found that an incorrect UX style was mapped for mobile colors in the UX theme. You can verify the versions of the mobile color records under the Compositional App Theme tab. As shown in the screenshot below, the theme style was missing.

 

 

sachingchaudhar_2-1728055429181.png

Please mark my answer as helpful and accept it as a solution, if it helps you!!

 

 

 

0 Helpfuls

sachingchaudhar
Tera Contributor

‎10-04-2024 08:32 AM

Hi Har**bleep**a,

Sometimes, CSS or theme-related changes can be the root cause of this issue. I encountered a similar situation, which occurred because theme styles were missing after migrating changes from a lower instance to a higher one.

For example, I made some updates to the mobile app theme and checked the mobile theme field in the following table:

https://your_instance_url/sys_sg_native_client_list.do?sysparm_clear_stack=true

Upon further investigation, I found that an incorrect UX style was mapped for mobile colors in the UX theme. You can verify the versions of the mobile color records under the Compositional App Theme tab. As shown in the screenshot below, the theme style was missing.

sachingchaudhar_1-1728055899634.png

Missing

sachingchaudhar_0-1728055796484.png

Please mark my answer as helpful and accept it as a solution, if it helps you!!

 

0 Helpfuls