Need help On Portal issue while chat in now assist

[pawank2]

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

I am attaching the screenshot below.

Please assist me the way to solve the issue.

[Dr Atul G- LNG]

Hi @pawank2 

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

[pawank2]

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

[Dr Atul G- LNG]

Hi @pawank2 

App id: sn_ex_sp

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

[PaulP3642197040]

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.