Issue in agents testing in AI agent Studio

[adhirshtajanani]

Hi,

I am getting this error for all the OOB agents and use case testing in AI Agent Studio "Sorry, there was a problem on my side trying to complete this request. Try asking again later."

This happens for both custom and all OOB agents testing. Need some assistance on this.

Thanks!

[warren_chan]

If there is nothing in the sys_generative_ai_log table, it's likely that the basic connectivity to Now Assist is not working. You mention that the Now Assist Panel is fine, have you tried to execute any Now Assist Skills? Things like "Summarize a record" should still generate entries in sys_generative_ai_log, irrespective of what the situation is with the AI Agent framework.

Also, there should be an enhancement coming to this feature soon that will allow the Gen AI logs to be readable for the sn_aia.admin role.

[Reshmi Kumari]

Hi,

I am also facing the same issue both on the AI agent studio and Now assist panel. The AI agent execution gets cancelled as soon as it starts. I checked the Generative AI logs. It shows 'connection closed' error (error code: 200000) with AIA React Engine. I have repaired the repaired and updated the required plugins and also have the required roles sn_aia.admin. 

Is there a way to resolve this issue? Any help would be appreciated.

Thanks,

Reshmi

[warren_chan]

Where is your instance hosted? Is this a PDI? AIA will not work in PDIs currently.

If this is a normal hosted instance in ServiceNow datacenter, check to see if you have any skipped records in your upgrade/patch history, specifically with the Now Assist AI Agents app or Generative AI Controller app.

[RavishankarN]

Hi @Reshmi Kumari ,

The issue is associated with PRB1866633 - AI agents are not working even after accepting the Global Routing Consent information message.

Upgrading to Yokohama Patch 2 will resolve this issue. For me it worked and make sure plugins are up to date.

Now Assist AI Agents
App id: sn_aia
3.0.9

Now Assist for IT Service Management (ITSM)
App id: sn_itsm_gen_ai
8.0.0

Generative AI Controller
App id: sn_generative_ai
9.1.8

Please mark helpful.

Ravi 🙂

[RavishankarN]

Hi Adhirshtajanai,

Even I am facing the same issue after updating all the necessary plugins in Yokohama Patch 1.

Now Assist AI Agents
App id: sn_aia
3.0.9

Now Assist for IT Service Management (ITSM)
App id: sn_itsm_gen_ai
8.0.0

Generative AI Controller
App id: sn_generative_ai
9.1.8