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All catalog items in the instance are being set as non-conversational even though only few are set

SavithaG
Tera Contributor

4 weeks ago

I have set only few catalog items as non-conversational in the instance by setting the "Turn off Now Assist(LLM)" flag to true but all the items in the instance are being displayed as non-conversational. Is there a way to set the rest of the items as conversational??

 

Thanks for any inputs on this issue.

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KanteS
Tera Guru

3 weeks ago

Hi,
 
There is a system property that controls conversational eligibility based on the number of variables. Please check the below system property sn_now_assist_cr.llm.conversational.request.question.limit(or)glide.sc.conversational.request.question.limit
If this value is set to -1, all items will default to non-conversational.
So the default is typically 500. If a catalog item exceeds this limit, it will automatically render as non-conversational.
You can also check the Conversational Catalog Overview dashboard:
Navigate to:
Service Catalog → Catalog Administration → Conversational Catalog Overview
This dashboard shows:
  • Which items are conversational
  • Which are not
  • The exact reason why
  • Recommended fixes
If this helps resolve your issue, please mark the response as correct and give it a like.
 
 
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SavithaG
Tera Contributor

3 weeks ago - last edited 3 weeks ago

Thank you for the response. 

 

I have the glide.sc.conversational.request.question.limit property set to 500 and the 

Conversational Catalog Overview dashboard still shows all items as non-conversational.
The "Reasons that make items non-conversational" tab shows "no data available".  Please see the attached screenshot with my initial post. 

Also executed scheduled jobs -Update catalog items conversational status and Update catalog items conversational render type multiple times now with no effect.

 

Appreciate any suggestions to fix this issue.. 

 

 

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rpriyadarshy
Tera Guru
In response to SavithaG

3 weeks ago

@SavithaG  Do u know any of the CATALOG You think is Conversational?

 

As if Jobs are running And still its not Marking as Conversational 

 

Regards

RP

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KanteS
Tera Guru
In response to SavithaG

3 weeks ago

Hi

Can you please check if the Conversational Catalog plugin is active? If it's inactive, activate it.

check sn_now_assist_cr.llm.conversational.request.question.limit is in the correct scope

Also try running this script from Background Scripts ,

var gr = new GlideRecord('sc_cat_item');
gr.setLimit(1);
gr.query();
if(gr.next()) {
    gs.print(SNC.ConversationalCatalogEligibilityChecker.getItemNonConversationalReason(gr.getUniqueValue()));
}

If still no data shows up, check System Logs 

The below article might help you 
https://www.webstg.servicenow.com/community/service-catalog-articles/staged-now-assist-conversationa...

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