Configuring Agent Assist visible on interaction record >> gives error "Invalid configuration"

[Stefan K_]

Use case: I want to activate Agent Assist in Agent Workspace to be visible on interaction record to be able to do knowledge search from interaction directly. Using knowledge from interaction is needed for agent to check if the interaction should be escalated to incident/request or perhaps it can be dealt directly.

What has been configured:
1. Declarative Action Assignment [sys_declarative_action_assignment]
Created a similar record that already existed for incident:

2. Table configuration [cxs_table_config]
Created a similar record that already existed for incident:

And the table configuration is active:

Problem:
Agent Assist is visible, but gives error "Invalid configuration, table configuration is inactive". 

Why?

ANSWER:

Okay figured it out, on the "Declarative Action Assignment" there are attributes (below screenshot from OOB record pointing to incident). There is some client script logic how this gets set and it didn't get set when creating new record. 

I copied these values manually to my new record and now Agent Assist works from interaction.

Sadly this is not well documented by ServiceNow. 

[Kumar Tella]

This helped in my case too. I was getting the same error because of the action attribute default is all lower case, the error is now resolved after updating the read-only dictionary attribute and value to "cxsTableConfig".

Thanks

Kumar

[Ray Ennis]

I too am also having this issue, however with a twist.

The Action Attributes Tab in Declarative Action Assignment has been set to be not Viewable (hiding, unseen, obfuscated, etc).

I followed the instructions, twice, and compared my custom Interaction records with the similar Incident-related records and they are similar.

I even blew away my personal instance and tried again.  (getting things ready here before moving to our Dev Instance).

This is for the New York version (and not Orlando).

[Stefan]

It's a read-only field indeed, if list edit on the field doesn't work you need to set the values using background script to force the values. 

FYI: I remember seeing all this agent assist stuff will be OOB configurable on interaction in Orlando. If upgrade is an option then better that than these tricks. 

[Ray Ennis]

Thanks for the reply Stefan.

I thought I had found the UI setting that was hiding that field but the conditions did not make sense (and normally I would like to think I can mostly comprehend if/then statements).

I'll check on background script.  (Do you have a good spot to check?)

I also tried this in Orlando and at least the current Orlando version doesn't have Agent Assist usable in Interactions OOB.  Their are a bit clearer instructions to configure it, but still not OOB (I have a few choice words about the decision to not to do such as, at least to me, it make's sense to starting using your incident defection tools before you reach incidents), however perhaps they will have it OOB in Paris, or perhaps sooner via something like an enhancement plug-in or ITSM-related experience pack.  WWTT (What Were They Thinking?)

Sadly I don't have control over when we upgrade (we haz a schedule!) and Agent Assist is a prime feature to aid adoption (especially since I also have to implement/migrate to Interactions from Service Desk Call at the same time).  Changes... we fear Changes!

Greatly appreciate the reply.

[swagatam]

Much helpful..