How to configure Web Search Tol in custom skill ?

Thulasidharan
ServiceNow Employee
ServiceNow Employee

‎05-01-2025 08:58 AM

Hello Everyone,
        I was facing an issue in using Tools in custom skill, when I use web searchl, I was getting an error message everytime.
Can someone help me, how to solve this with any step-by-step approach?
Screenshot 2025-05-01 at 9.24.13 PM.png

Thanks!!

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Udayrathore049
Tera Contributor

‎05-01-2025 12:50 PM

Step-by-Step Approach to Resolve Web Search Tool Issues in Custom Skills:

  1. Check Tool Configuration:

    • Go to Conversational Interfaces > Tools in the Application Navigator.

    • Open the Web Search tool and ensure:

      • It’s Active.

      • The Script is correct and doesn’t throw exceptions.

      • Input and output variables are properly defined.

  2. Validate Tool Permissions:

    • Make sure the tool script is not trying to access data or APIs that are restricted due to ACLs or cross-scope access.

    • If needed, add a cross-scope privilege from your custom application to the tool’s application scope.

  3. Check Integration or API Key (if applicable):

    • If your Web Search tool is calling an external API (like Bing, Google, or a custom REST API), verify:

      • The API key is valid and stored securely (e.g., in a system property or credential store).

      • The MID Server (if used) has access.

      • The URL being called is allowed in the Outbound HTTP ACL list.

  4. Test the Tool in Isolation:

    • Use Virtual Agent Designer > Test Skill to invoke the tool by itself (outside of full skill logic).

    • Check if it's returning a result or throwing a script error.

  5. Review Logs:

    • Navigate to System Logs > All or use "Debug Virtual Agent" from the VA Test Console.

    • Look for error messages tied to tool execution (e.g., Tool failed to execute, ReferenceError, etc.).

  6. Use Glide logging:

    • Add gs.info() statements to the tool’s script to trace where it may be failing.


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      Regards
      Uday Rathore
      ServiceNow Developer
      LinkedIn: https://www.linkedin.com/in/uday-rathore049/