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AI Agent Studio - Agent Task Not Executing and AI Decision Logs are in progress

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divyashah
Mega Guru

3 weeks ago

Hello everyone,

I'm encountering an issue in AI Agent Studio where my AI agent is not executing any tasks in the test panel.

Problem Description:

When I navigate to the Testing -> Test AI reasoning tab for my agent and initiate a task (e.g., "Find on map"), the orchestrator canvas only shows the "Task Start" node. It does not proceed further, and the "AI agent decision logs" panel on the right remains completely empty. The agent seems to be unresponsive and doesn't show any interactions, decisions, or thought processes.

I have attached a screenshot of the screen for reference.

I have already tried a cache flush (cache.do), but the issue persists.

My Questions:

  1. Has anyone encountered a similar issue where the AI Agent Orchestrator fails to initialize or process a task?

  2. Could this be a permissions-related issue, even if I am using an administrator account?

  3. What are the recommended troubleshooting steps when the agent and its decision logs are unresponsive?

Any guidance or suggestions to help diagnose and resolve this would be greatly appreciated.

Thank you!

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warren_chan
ServiceNow Employee
ServiceNow Employee

3 weeks ago - last edited 3 weeks ago

There's more than a few possibilities that can contribute to this weird behavior in AIA Studio.

 

Going in order from my experience:

1. Your user session has some issues, generally a log out and log back in resolves a lot.

2. Your user record is assigned a read-only role somewhere, possibly sn_aia.read. Check your roles.

3. You are executing some Agentic Workflow or AI agent for a record your user doesn't actually have access to. If you are logged in as a local admin, try to rule out other things like HR scope issues, domain separation, and encryption.

4. There's an issue with your conversation assistant. Try running through the wizards again for NAP/NAVA in Conversational Interfaces > Assistants and verify configuration.

5. LLM connection issue, although these usually do lead to eventual timeouts. You can try changing LLM providers for AI Agents and seeing if that helps.

6. Plugin installation issue. Try repairing relevant plugins, starting with Now Assist AI Agents.

 

If all else fails, raise a Support ticket. If you're in a SNU lab environment, request provision of a new one.

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rpriyadarshy
Mega Guru

3 weeks ago

Hi Divyashah

 

There are few Background tables where you can see what's happening or nothing happening. First see the Plan is there or not?

 

sn_aia_execution_plan--- List of plan executions by conversation ID.

 

sn_aia_execution_task----List of tasks by execution plan ID.

 

sys_gen_ai_usage_log

 

sys_gen_ai_log_metadata

 

Explore these tables to start with.

 

Regards

RP

 

 

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warren_chan
ServiceNow Employee
ServiceNow Employee

3 weeks ago - last edited 3 weeks ago

There's more than a few possibilities that can contribute to this weird behavior in AIA Studio.

 

Going in order from my experience:

1. Your user session has some issues, generally a log out and log back in resolves a lot.

2. Your user record is assigned a read-only role somewhere, possibly sn_aia.read. Check your roles.

3. You are executing some Agentic Workflow or AI agent for a record your user doesn't actually have access to. If you are logged in as a local admin, try to rule out other things like HR scope issues, domain separation, and encryption.

4. There's an issue with your conversation assistant. Try running through the wizards again for NAP/NAVA in Conversational Interfaces > Assistants and verify configuration.

5. LLM connection issue, although these usually do lead to eventual timeouts. You can try changing LLM providers for AI Agents and seeing if that helps.

6. Plugin installation issue. Try repairing relevant plugins, starting with Now Assist AI Agents.

 

If all else fails, raise a Support ticket. If you're in a SNU lab environment, request provision of a new one.

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divyashah
Mega Guru

3 weeks ago

Hi @warren_chan ,

Hi Warren,

Thanks for your helpful suggestions! While the steps you mentioned were useful in narrowing things down, I ended up resolving the issue by activating the sys_cs_context_profile and specifically setting the Now Assist Panel - Platform (default) to true, which was off for some reason.

That change seems to have fixed the problem, but I appreciate the guidance—it definitely pointed me in the right direction.

Best regards,
Divya Shah

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