Custom skill getting stuck while triggering from VA

Debolina
Tera Contributor

Hi All,

 

I am trying to run a custom skill through virtual agent. While testing I can see that the virtual agent is picking up the correct skill, starting the skill and then getting stuck. Although the custom skill is working while testing it in through run test and also when triggered through ui action. Any way to troubleshoot?

2 REPLIES 2

PaulSylo
Tera Sage
Tera Sage

Hi @Debolina

I got this from FAQ

PaulSylo_0-1749213597748.png

Please the first response. Many time custom skill may not work , de to connectivity issue,. which can be dealt by creating the HI support ticket.

 

 

Regards,
PaulSylo

Kindly mark "helpful", if this helps, or Mark as "Accepted " if it solves your issues !

anubhavkapoor76
ServiceNow Employee
ServiceNow Employee

@Debolina - Is the custom skill a part of any scoped app? If yes then navigate to the app record and set the runtime access tracking policy to None and also check the applicate cross scope privilege table (sys_scope_privilege) if any record is pending to be allowed otherwise you will have to create a record manually in this table (from Global scope to that application's scope)