AI Agent Failure When Using Knowledge Graph in Developer Instance

[varunagarwal83]

We are currently developing and testing an AI Agent integrated with Knowledge Graph in our ServiceNow developer instance. While attempting to summarize incident data using the AI Agent, I consistently encounter the following error:

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

This issue appears to be intermittent, with a noticeable pattern:

The error frequently occurs during daytime hours.
The application tends to function partially during evening hours.

We are working with a basic Knowledge Graph setup that includes only three nodes: Incident, Groups, and User. The AI Agent is fetching incident data successfully (the JSON response is received), but the summarization step fails with the error mentioned above.
Interestingly, when we attempt to retrieve the same data using a Sub-flow, it works as expected without any issues.
Has anyone experienced similar behavior or have insights into what might be causing this? Could this be related to instance load, backend service availability, or configuration limitations?
Any guidance or suggestions would be greatly appreciated.

[Dr Atul G- LNG]

Hi @varunagarwal83 

Are you referring to a PDI?
If yes, then AI Agent / Now Assist won't function properly on a PDI.
You need to use the client instance for those features to work correctly.

[varunagarwal83]

No we are using Paid version of Service Now not the PDI

[Dr Atul G- LNG]

Hi @varunagarwal83 

A few workarounds to try:

• Repair the required plugin related to this functionality

• Check and repair the AI Agent plugin as well

• Sometimes, the issue gets resolved by updating or repairing the plugin

• If the problem persists, log a Now Support case for further assistance

[varunagarwal83]

i already tried repairing the plugins.