Virtual agent loads blank on any Service portal post upgrade to San Diego?

gkbhandare003
Kilo Guru

‎02-07-2022 10:34 PM

Hi All,

I have upgraded my PDI to San Diego and the virtual is now loading a blank page on portal post upgrade.

I have tried most of the available articles on the support site but couldn't fix it..

Steps Tried:

Repaired 'Conversation General Settings' plugin

Checked that com.glide.cs.va.sys_user property doesn't hold any value as per KB0827698 ( tried it other way as well by adding correct sys id of virtual.agent user

Checked that virtual.agent user is active and no value assigned to compony field

There no ui page or ui macro with name  "sn_va_web_client_app_embed" or "$sn-va-web-client-app" overriding inbuilt version

Default chat experience profile is active with topics assigned 

please advise if any other step that I am missing ??

 

Error logs:

JavaScript evaluation error on:
var queueMetrics = new sn_awa.QueueMetrics();
queueMetrics.calculateCapacityMetrics();
queueMetrics.calculateAverageWaitTime();

Root cause of JavaScriptException: java.lang.IllegalArgumentException
: java.lang.IllegalArgumentException: No enum constant com.snc.awa.domain.AlgorithmType.: java.lang.Enum.valueOf(Enum.java:238)

Thanks in advance

 

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Sandhya Bellann
ServiceNow Employee
ServiceNow Employee

‎02-11-2022 01:26 PM

Hi,

Please check below KB Article if it can help.

The error you are seeing can occur if there are missing awa_assignment_rule records

https://support.servicenow.com/kb?id=kb_article_view_popup&sysparm_article=KB0996374

 

Regards,

Sandhya

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