Now Assist Chats that are timing out

Gurupadappa
Tera Contributor

7 hours ago - last edited 7 hours ago

Can anyone help me investigate/provide guidance on the Now Assist Chats that are timing out? 

 

Here's what's happening: When opening a chat and inquiring, after about 5-6 inquiries on different records it tends to get stuck on "Analyzing" and the only way to resolve is to open a new chat.

 

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nityabans27
Giga Guru

3 hours ago

 

Hi @Gurupadappa ,

When Now Assist chats stall on “Analyzing” after 5–6 inquiries, it usually points to one of three causes:

  1. Session/token limits – conversation context gets too large and the LLM stops responding.

  2. Timeouts – analyzer requests exceed the default processing time.

  3. Connector issues – the Now Assist connector doesn’t return a response.

How to investigate:

  • Check sys_cs_analyzer_request / sys_cs_analyzer_response for failed or stuck requests.

  • Review System Logs for nowassist.connector or VA analyzer errors.

  • Test with persistence off (sn_va_web_client.persistConversation=false) to rule out context overload.

  • Verify timeout property glide.cs.analyzer.request.timeout and adjust if needed.

  • Use Now Assist Diagnostics / Admin status page to confirm connector health.

Next steps:

  • Reduce context size (fewer fields/records).

  • Tune timeout settings.

  • If reproducible after a fixed number of queries, raise with ServiceNow Support as it may be a known issue with context growth in Now Assist.

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