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.

[qprinsloo]

We've been seeing this behavior as well but its very intermittent with the same error "Sorry, there was a problem on my side trying to complete this request. Try asking again later." displayed at random times. At least in our environment it appears to be session related where the error is being displayed per trying to trigger the agent where it may start consistently erroring for 1 user and not another. Then this randomly works again. I've yet to narrow it down and you seem to be further along. My suggestion would be to open a support case. We're still trying to gather evidence and steps to reproduce before getting our own case opened as well. 

[PaulSylo]

HI @varunagarwal83 - as you said, this is intermittent issue, either the processor unable to run the skill or your Generative ai controller or one of your plugins needs an update. 

this works well in sub flow because here you are calling within the flow, but summarization is done from Genai controller level, so it won't work. i would suggest give a try by updating your Genai controller and Glide conversation generative AI . If it is keep intermittent, i would say to raise a ticket wiht HI support. 

[Meera1]

Hello @PaulSylo - I had a two similar issues. Json fetching error and system is unavailable … but after plugin update json error fixed. Any idea further to fix this system unavailable?

[varunagarwal83]

ServiceNow Knowledge Graph does not directly return JSON responses to AI Agents or Virtual Agents. Instead, it works through a Natural Language Query (NLQ) interface and contextual enrichment, which is interpreted and transformed by the AI Agent or Virtual Agent orchestration layer.
- AI Agents use the Knowledge Graph as a tool, not a data source returning JSON.
- The output is transformed using output strategies (e.g., Verbose, None) to control how the response is displayed.

To over come my issue, i made some changes in the AI agent instruction such as

Query < Knowledge Graph name > to provide incident records for last 3 months on the basis of creation date.

Where < Knowledge Graph name > is the name of knowledge graph.
after adding this line i am getting information from knowledge graph every time i run my AI agent.