Getting an error on Now Assist Virtual Agent

[Sowmya20]

Hi,

We have installed all the required plugins now assist virtual agent. Enabled in ESC Portal

I have created the topic in Virtual Designer as LLM model type name as 'Outlook Issue-Auto Remediation-Nexthink'.

Example: Whenever user types outlook slow then first it will generative AI answer with KB. Then To automate the remediation, the Outlook Issue-Auto Remediation can be invoked, Outlook Issue-Auto Remediation-Nexthink.

When user clicks getting an error "Sorry, There was a problem on my side trying to complete this request. Try asking later.

I have tested there is no issue with Topic Designer.

Please help.

Thanks & Regards,

Sowmya

[Tanushree Maiti]

Hi @Sowmya20 

Refer KB: KB2933464 Custom LLM topic immediately errors during testing in Virtual Agent 

Resolution

First, confirm the topic's scope. Navigate to sys_cs_topic.list, find the affected topic, and check the Application field. If it does not read Global, proceed with one of the two options below.

Option 1 — Recommended: Recreate the topic in Global scope

There is generally no reason to keep a custom LLM topic in a non-Global scope, so this is the preferred path in most cases.

1. Open the application scope picker in the platform banner and switch the active scope to Global.
2. Navigate to Virtual Agent > Designer and create a new LLM topic, replicating the configuration from the incorrectly scoped topic (intents, utterances, nodes, output text).
3. Confirm the Application field on the new topic record reads Global before saving.
4. Test the topic in the Virtual Agent Designer test pane and verify it completes without error.
5. Once confirmed, deactivate or delete the incorrectly scoped topic to avoid confusion.

Option 2 — Advanced: Create cross-scope access privilege records

If there is a specific requirement to keep the topic in a custom scope, cross-scope access privileges can be created to grant the scoped application permission to call the APIs it needs. This path is significantly more complex and should only be pursued if Option 1 is not viable.

The exact set of privilege records required will vary depending on which APIs the topic invokes. Use the Logs tab in the Virtual Agent test window to identify every denied API, as each denial will require a corresponding cross-scope privilege record. This is an iterative process: add records, re-test, and repeat until no further denials appear.