Reset Citrix Session Topic

Lindomar Matheu
Kilo Explorer

‎01-18-2022 10:31 AM

Hi Team!

We have an ITSM Pro license and we are starting to implement more topics in our Virtual Agent. Recently, we activated the "Citrix IT Service Management Connector" and it's working just fine, we can reset sessions from Citrix IT Service Management Connector > Services > Citrix Virtual Apps and Desktops > Reset a session.

However, we would like to implement this feature in the Virtual Agent so users can reset their own sessions. We are trying to use the "Reset Citrix Sessions(Template)" (actually, we made a copy of it to be able to work with it). The problem is, right out of the gate, the topic gives me the following error when i try to test it:

find_real_file.png

These are the logs:
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  • 15:48:15.11: system topic is completed, conversationId 898b57f28705c51030bceb170cbb3586
  • 15:48:15.11 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [ConversationImpl] topic_state TopicName=system TopicId=898b57f28705c51030bceb170cbb3586 topicState=completed
  • 15:48:15.10: topic_state TopicName=system TopicId=898b57f28705c51030bceb170cbb3586 topicState=completed
  • 15:48:14.966 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [SystemScriptObject] vaSystem.connectToAgent: Cannot connect to live agent as Chat Setup, 'Live Chat Enabled' is off: undefined
  • 15:48:14.965: vaSystem.connectToAgent: Cannot connect to live agent as Chat Setup, 'Live Chat Enabled' is off: undefined
  • 15:48:14.947 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [TaskStateManager] Task primary sent greeting message
  • 15:48:14.945: Task primary sent greeting message
  • 15:48:14.944 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [TaskStateManager] New task instance created for task primary
  • 15:48:14.942: New task instance created for task primary
  • 15:48:14.941 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [ContextProfileLocatorImpl] Conversation loaded with profile name [Default chat experience] and Conversation Id [898b57f28705c51030bceb170cbb3586].
  • 15:48:14.939: Conversation loaded with profile name [Default chat experience] and Conversation Id [898b57f28705c51030bceb170cbb3586].
  • 15:48:14.932 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [TaskStateManager] Task primary got cancelled old state init. new state canceled
  • 15:48:14.931: Task primary got cancelled old state init. new state canceled
  • 15:48:14.929 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [ContextProfileLocatorImpl] Conversation loaded with profile name [Default chat experience] and Conversation Id [898b57f28705c51030bceb170cbb3586].
  • 15:48:14.927: Conversation loaded with profile name [Default chat experience] and Conversation Id [898b57f28705c51030bceb170cbb3586].
  • 15:48:14.923 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [MessageServiceImpl] java.lang.RuntimeException: Script evaluation error at [topic__PRVW__ec8bd3769e05c510a5cc8c7ee25ad88b_task_primary_field___silent_ScriptedAction_0185bee174244783996996a3f622c898_prompt_msg]: Error occurred when processing message com.glide.cs.qlue.module.runtime.expression.JSExpressionEvaluator.evaluate(JSExpressionEvaluator.java:58) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.getLabel(QuestionAnswerInteraction.java:1024) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.onPrompt(QuestionAnswerInteraction.java:904) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.handleFieldState(QuestionAnswerInteraction.java:616) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.processField(QuestionAnswerInteraction.java:555) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.askInfoAboutFld(QuestionAnswerInteraction.java:348) com.glide.cs.qlue.module.taco.TaskStateManager.onGatherData(TaskStateManager.java:316) com.glide.cs.qlue.module.taco.TaskStateManager.executeStep(TaskStateManager.java:217) com.glide.cs.qlue.module.taco.TaskStateManager.execute(TaskStateManager.java:190) com.glide.cs.qlue.module.taco.TaskStateManager.initialize(TaskStateManager.java:392) com.glide.cs.qlue.module.taco.TaskImpl.initialize(TaskImpl.java:165) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:388) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:370) com.glide.cs.qlue.module.taco.ConversationImpl.initTopic(ConversationImpl.java:1342) com.glide.cs.qlue.module.taco.ConversationImpl.pushTopicOnStack(ConversationImpl.java:1427) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.askInfoAboutFld(QuestionAnswerInteraction.java:370) com.glide.cs.qlue.module.taco.TaskStateManager.onGatherData(TaskStateManager.java:316) com.glide.cs.qlue.module.taco.TaskStateManager.executeStep(TaskStateManager.java:217) com.glide.cs.qlue.module.taco.TaskStateManager.execute(TaskStateManager.java:190) com.glide.cs.qlue.module.taco.TaskStateManager.initialize(TaskStateManager.java:392) com.glide.cs.qlue.module.taco.TaskImpl.initialize(TaskImpl.java:165) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:388) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:370) com.glide.cs.qlue.module.clientproxy.AdapterUtils.startConversation(AdapterUtils.java:1110) com.glide.cs.qlue.module.coma.ActionMessageProcessor.process(ActionMessageProcessor.java:49) com.glide.cs.qlue.module.coma.MessageServiceImpl.processMessage(MessageServiceImpl.java:515) com.glide.cs.qlue.module.coma.MessageServiceImpl.receiveMessage0(MessageServiceImpl.java:263) com.glide.cs.qlue.module.coma.MessageServiceImpl.receiveMessage(MessageServiceImpl.java:162) com.glide.cs.qlue.module.coma.MessageServerMessageHandler.handleActionMessage(MessageServerMessageHandler.java:151) com.glide.cs.qlue.module.coma.MessageServerMessageHandler.handleMessage(MessageServerMessageHandler.java:62) com.glide.cs.qlue.module.worker.QMessageProcessor.process(QMessageProcessor.java:40) com.glide.cs.qlue.module.worker.Processor.lambda$process$1(Processor.java:177) com.glide.worker.TransactionalWorkerThread.executeInTransaction(TransactionalWorkerThread.java:35) com.glide.cs.qlue.module.worker.Worker$TransactionExecutor.execute(Worker.java:294) com.glide.cs.qlue.module.worker.Processor.process(Processor.java:177) com.glide.cs.qlue.module.worker.Processor.processMessageContext(Processor.java:66) com.glide.cs.qlue.module.worker.Worker.lockAndProcessMessage(Worker.java:252) com.glide.cs.qlue.module.worker.Worker.processMessage(Worker.java:184) com.glide.cs.qlue.module.worker.Worker.run(Worker.java:141) : no thrown error
  • 15:48:14.921: java.lang.RuntimeException: Script evaluation error at [topic__PRVW__ec8bd3769e05c510a5cc8c7ee25ad88b_task_primary_field___silent_ScriptedAction_0185bee174244783996996a3f622c898_prompt_msg]: Error occurred when processing message com.glide.cs.qlue.module.runtime.expression.JSExpressionEvaluator.evaluate(JSExpressionEvaluator.java:58) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.getLabel(QuestionAnswerInteraction.java:1024) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.onPrompt(QuestionAnswerInteraction.java:904) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.handleFieldState(QuestionAnswerInteraction.java:616) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.processField(QuestionAnswerInteraction.java:555) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.askInfoAboutFld(QuestionAnswerInteraction.java:348) com.glide.cs.qlue.module.taco.TaskStateManager.onGatherData(TaskStateManager.java:316) com.glide.cs.qlue.module.taco.TaskStateManager.executeStep(TaskStateManager.java:217) com.glide.cs.qlue.module.taco.TaskStateManager.execute(TaskStateManager.java:190) com.glide.cs.qlue.module.taco.TaskStateManager.initialize(TaskStateManager.java:392) com.glide.cs.qlue.module.taco.TaskImpl.initialize(TaskImpl.java:165) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:388) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:370) com.glide.cs.qlue.module.taco.ConversationImpl.initTopic(ConversationImpl.java:1342) com.glide.cs.qlue.module.taco.ConversationImpl.pushTopicOnStack(ConversationImpl.java:1427) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.askInfoAboutFld(QuestionAnswerInteraction.java:370) com.glide.cs.qlue.module.taco.TaskStateManager.onGatherData(TaskStateManager.java:316) com.glide.cs.qlue.module.taco.TaskStateManager.executeStep(TaskStateManager.java:217) com.glide.cs.qlue.module.taco.TaskStateManager.execute(TaskStateManager.java:190) com.glide.cs.qlue.module.taco.TaskStateManager.initialize(TaskStateManager.java:392) com.glide.cs.qlue.module.taco.TaskImpl.initialize(TaskImpl.java:165) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:388) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:370) com.glide.cs.qlue.module.clientproxy.AdapterUtils.startConversation(AdapterUtils.java:1110) com.glide.cs.qlue.module.coma.ActionMessageProcessor.process(ActionMessageProcessor.java:49) com.glide.cs.qlue.module.coma.MessageServiceImpl.processMessage(MessageServiceImpl.java:515) com.glide.cs.qlue.module.coma.MessageServiceImpl.receiveMessage0(MessageServiceImpl.java:263) com.glide.cs.qlue.module.coma.MessageServiceImpl.receiveMessage(MessageServiceImpl.java:162) com.glide.cs.qlue.module.coma.MessageServerMessageHandler.handleActionMessage(MessageServerMessageHandler.java:151) com.glide.cs.qlue.module.coma.MessageServerMessageHandler.handleMessage(MessageServerMessageHandler.java:62) com.glide.cs.qlue.module.worker.QMessageProcessor.process(QMessageProcessor.java:40) com.glide.cs.qlue.module.worker.Processor.lambda$process$1(Processor.java:177) com.glide.worker.TransactionalWorkerThread.executeInTransaction(TransactionalWorkerThread.java:35) com.glide.cs.qlue.module.worker.Worker$TransactionExecutor.execute(Worker.java:294) com.glide.cs.qlue.module.worker.Processor.process(Processor.java:177) com.glide.cs.qlue.module.worker.Processor.processMessageContext(Processor.java:66) com.glide.cs.qlue.module.worker.Worker.lockAndProcessMessage(Worker.java:252) com.glide.cs.qlue.module.worker.Worker.processMessage(Worker.java:184) com.glide.cs.qlue.module.worker.Worker.run(Worker.java:141)
  • 15:48:14.919 JSExpressionEvaluator: Script evaluation error at [topic__PRVW__ec8bd3769e05c510a5cc8c7ee25ad88b_task_primary_field___silent_ScriptedAction_0185bee174244783996996a3f622c898_prompt_msg] TypeError: undefined is not a function. (Task.93279b7e87c1c51030bceb170cbb3580; line 3)
  • 15:48:14.918 Evaluator: com.glide.script.RhinoEcmaError: undefined is not a function. Task.93279b7e87c1c51030bceb170cbb3580 : Line(3) column(0) 1: vaVars.previous_graph_node="Fetch user sessions___0185bee174244783996996a3f622c898";(function execute() {(function execute() { 2: ==> 3: var ctxUserSession = new x_cion_citrix_it_s.CTXUserSession(); 4: var username = gs.getUserName(); 5: var sessions = ctxUserSession.getUserSessions(username); 6: vaVars.sessions = JSON.stringify(sessions);
  • 15:48:14.877 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [TaskStateManager] Task primary sent greeting message
  • 15:48:14.876: Task primary sent greeting message
  • 15:48:14.873 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [TaskStateManager] New task instance created for task primary
  • 15:48:14.871: New task instance created for task primary
  • 15:48:14.869 [Context] ConversationId: 898b57f28705c51030bceb170cbb3586 [ContextProfileLocatorImpl] Conversation loaded with profile name [Default chat experience] and Conversation Id [898b57f28705c51030bceb170cbb3586].

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There's next to zero documentation on this topic or this integration of the Virtual Agent with Citrix that i'm aware of. Citrix documentation shows it as a pretty much stright forawrd implementation:

find_real_file.png

 


I'm not sure what i'm missing here and any help would be greatly appreciated. 🙂

 

Thanks!

 

Regards,

Lindomar

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User317960
ServiceNow Employee
ServiceNow Employee

‎02-08-2022 11:45 AM

Hi Lindomar,

 

Are you still encountering this issue?  If so, can you tell me what version of the Citrix Connector you are using?  Otherwise, if you were able to resolve, please let me know what resolved your problem.

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Lindomar Matheu
Kilo Explorer
In response to User317960

‎02-08-2022 11:55 AM

Hi!

 

We are using version 21.12.0 of the Citrix Connector, which i believe is the latest one.

 

And yes, unfortunately this still an issue, the "Reset Citrix Session (Template)" still giving me the same error.

 

Thanks!

 

Regards,

Lindomar

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