Need help On Portal issue while chat in now assist

pawank2
Tera Expert

3 weeks ago

while chat in now Assist virtual agent , At some point of time, i get the error. 

I am attaching the screenshot below.

pawank2_0-1757436213397.png

Please assist me the way to solve the issue.

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4 REPLIES 4

Dr Atul G- LNG
Tera Patron
Tera Patron

3 weeks ago

Hi @pawank2 

 

is it PDI? if yes try repair the Portal and VA plugin.

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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pawank2
Tera Expert
In response to Dr Atul G- LNG

3 weeks ago

Hi Atul,

This is client instance. so this is custom portal we have used esc widgets.

can you please tell me which plugin we need to repair?

Regards

Pawan

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to pawank2

3 weeks ago

Hi @pawank2 

 

App id: sn_ex_sp

DrAtulGLNG_0-1757491927475.png

 

 

if still not work, log a case with Now Support.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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PaulSylo
Tera Sage
Tera Sage

3 weeks ago

Hi @pawank2 -

 

Looks like two error - 1 OTS Parsing error, ... which means some mandatory field on this Catalog item is missing or need to check the metadata of this catalog it, i would say reindex once and try to see the error

 

second error is - No citation entry found or value is not an array is known bug . I would request you to upgrade the version else raise a HI portal ticket, they will give you a patch for this No Citation error 

 

Note: It is good to upgrade the plugins but , this is an error, try to troubleshoot in the scitem given in that error and check if any field are missing or not.

 

 

Regards,
PaulSylo

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