Now Assist Resolution notes generations error "There is an error in generating resolution notes"

[Peinadov]

i am using now assit resoution notes in Service Operations workspace. how come i get this error when trying to generate resouton notes? "There is an error in generating resolution notes"

What could be causing this. i have just upgraded from patch 6 to Zurich patch 7.  Now the Publish button shows for KB Article Generation but now Resolutions Notes stopped working and has this error?

[Tanushree Maiti]

Hi @Peinadov ,

Can you perform following steps as per KB article :KB2218330 

Steps to Resolve
1. Switch to Now Assist for IT Service Management (ITSM) scope app
2. Go to OOTB Resolve UI action
=> https://<instance-id>.service-now.com/sys_ui_action.do?sys_id=21761909434d31106aa964746ab8f241
3. Go to versions related lists
4. Review what is the latest OOTB version and revert to that version
5. Switch to Incident Management for service operations workspace scope app
6. Go to OOTB action assignment
=> https://<instance-id>.service-now.com/sys_declarative_action_assignment.do?sys_id=127dba4b77733010e35c06e57b5a9949
7. Go to versions related lists
8. Review what is the latest OOTB version and revert to that version
9. Do cache.do
10. Try to reproduce the issue

[rpriyadarshy]

Is it working from UI16 ?

See If below KB gives u some Idea- Resolution Notes Generation is not working on Service Operations Workspace but it is working on UI16...

Regards

RP

[Dinesh_Now]

Hello @Peinadov 

Please refer below articles similar to your query. may be it will help u.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2218330 

https://www.servicenow.com/community/now-assist-for-creator-forum/now-assist-resolution-notes-genera... 

https://www.servicenow.com/community/now-assist-forum/error-message-on-resolution-notes-generation-g... 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.

[Peinadov · Accepted solution]

Over the weekend, I worked with Now Support, who advised updating the Now Assist for ITSM plugin to the latest release. After I upgraded to patch 7, the resolution notes became incompatible. So once I updated the plugin, it solved the issue.

"After successfully upgrading the Now Assist for ITSM plugin on the Dev instance, seems the issue got fixed."

Thankyou everyone for your comments on this item.