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Now assist panel

DanielMartinek
Tera Contributor

Thursday

The Now Assist panel has been stuck since the last instance upgrade. The panel cannot be opened. I have repaired every related plugin, but the problem persists.

Do you have any suggestions on how to resolve this, or what steps I should take next to troubleshoot the issue?

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Connectmustaq
Kilo Guru

Friday

Hi @DanielMartinek ,

 

Greetings of the Day!!

 

When the Now Assist panel is stuck and cannot be opened after an instance upgrade, despite repairing related plugins, it indicates a possible UI or data consistency issue. Here are steps and suggestions to troubleshoot and resolve the problem:

Troubleshooting and Resolution Steps

1. Check Browser Console for Errors

  • Open your browser’s developer tools (F12) and go to the Console tab.

  • Look for any JavaScript errors or failed network requests related to the Now Assist panel.

  • Common errors may include missing scripts, permission issues, or failed API calls which can give clues.

2. Clear Cache and Hard Refresh

  • Clear your browser cache or do a hard refresh (Ctrl+Shift+R / Cmd+Shift+R).

  • Sometimes, UI components get stuck due to cached JavaScript or CSS.

3. Verify Plugin Activation and Dependencies

  • Confirm that all related plugins (e.g., Now Assist, Intelligent Experience, Chat, Sidebar, UI components) are activated and compatible versions after upgrade.

  • Also, check for missing dependencies or plugins that need reinstallation.

4. Check for UI Policy or Client Script Conflicts

  • Inspect the UI Policies or Client Scripts that control the Now Assist panel.

  • Look for scripts that may be failing or broken after the upgrade, preventing the panel from initializing.

5. Review System Logs and Debug

  • Check System Log (System Logs > All) for errors related to UI or plugin issues around the time when you try to open Now Assist.

  • Enable Debugging for UI Pages if possible and observe if any backend errors occur when loading the panel.

6. Reinstall or Reconfigure Now Assist

  • Try disabling and re-enabling the Now Assist plugin.

  • Reconfigure the panel settings within Now Assist admin/configuration pages.

  • Sometimes, plugin reinstallation or reset of settings resolves anomalies post-upgrade.

7. Check for Known Issues and Release Notes

  • Review the Yokohama Release Notes and known issues list for any UI bugs related to Now Assist.

  • Sometimes, upgrade patches fix or introduce specific UI bugs.

8. Contact ServiceNow Support

  • If the above steps do not resolve the issue, gather logs, console errors, and details.

  • Raise a Support Incident with ServiceNow, referencing your upgrade version and detailed problem description.

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik