Running into the following error after clicking Create App using the Now Assist Panel in SN Studio

[Jeff Wentworth]

Error Message:  "Sorry, there was a problem on my side trying to complete this request. Try asking again later."

Steps to reproduce:

1. Go to App Engine - ServiceNow Studio
2. Click on the Now Assist Panel icon
3. Create App
4. Walk through the collaboration of what your app should/would behave
5. Click on Continue to create
6. The error message then presents itself

[Itallo Brandão · Accepted solution]

Hi Jeff,

This generic error message usually indicates a backend handshake failure or timeout between your instance and the ServiceNow LLM service (Generative AI Controller).

Since the UI doesn't give specific details, here is the troubleshooting path:

1. Check the System Logs (The "Source of Truth")

• Navigate to syslog.list.

• Search for Message contains Now Assist or GenAI.

• Look for errors occurring at the exact timestamp of your attempt. You will likely see a specific HTTP error code (e.g., 401 Unauthorized, 504 Gateway Timeout).

2. Verify Skill Activation

• Go to Now Assist Admin > Overview.

• Ensure the App Generation skill is Active and healthy.

3. Open a Support Case

• If the logs confirm a server-side error or authentication failure that you cannot resolve, please open a Support Case.

• Tip: Include the specific error message found in the syslog and the timestamp. This will allow the support team to trace the transaction ID on the backend and identify why the AI service rejected the request.

Hope this helps you identify the root cause!

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

[Jeff Wentworth]

Thank you very much for your response, Brandao. 😀

I was able to rule out step 1.

I was able to confirm the following in the syslog.list:  "MISSING_DEPENDENCY","message".

This behavior is occurring on all four of my PDIs. They've been freshly zBoot'd and upgraded to Zurich.

-- They are all now configured w/Now Assist.

-- They are all returning this same behavior.

[Itallo Brandão]

Hi Jeff,

That "MISSING_DEPENDENCY" log entry is the smoking gun!

This behavior is actually quite common on PDIs after a fresh zBoot. While the core platform (Zurich) is reset, many Store Applications are not automatically re-installed or might be version-mismatched with the new platform build.

The "App Generation" skill specifically relies on the Now Assist for Creator application package. If the core platform tries to call a dependency from this app (like a Flow Action or Script Include) and it's missing, you get that error.

Action Plan:

1. Navigate to All > System Definition > Plugins.

2. Search for Now Assist for Creator (ID: sn_now_creator).

3. Install/Update this specific plugin.

   • Note: Even if it looks installed, check if there is an "Update" available. The Zurich platform build likely requires the absolute latest version of the Creator store app to function.

4. Also, ensure Generative AI Controller (sn_gen_ai_controller) is up to date.
   
   

Once sn_now_creator is fully installed/updated, try the "Create App" flow again.

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards, Brandão.