Hi everyone!
I installed Now Assist in a development instance and activated Now Assist in Virtual Agent (Default) to use it in the Employee Center portal.
However, when I test it in the portal, the responses are not valid or consistent. In some cases, it returns an access-related message, and in other cases, it provides information about incidents that were not opened by me.
Here are two examples:
- When I ask “show my approvals”, the response is:
“You don't have the required access to complete this request. Try another request.” When I ask “list incidents open by me”, the response is:
To view the incidents currently open by you, I recommend using the option to check the status of your tickets and incidents. This will provide you with a list of your open incidents and their current status — Check Ticket & Support Status.
Thank you for your patience. Here is a summary of your ticket: The short description is: Me colaboran para repisar la contraseña que me enviaron por una de fácil recordación por favor. The current status is: You do not have access to view the status of this ticket. The priority is 4 - Low, and it is assigned to Edgardo Paez. This ticket was opened on 4 June 2025. For more details, you can view the ticket INC0768891.
As you can see, the second response is returning a ticket that was not opened by me.
Does anyone know where I should configure these responses or if there is specific documentation about how to adjust this for Now Assist?
Thank you in advance!
firts example
second example
