Hi Community,
I am currently working on a scratch implementation of Now Assist for Virtual Agent on the Zurich release. I am aiming to configure Enhanced Chat to allow users to generate Incidents directly via the chat interface using Generative AI capabilities.
However, I am stuck with a blocking issue. Whenever I test the assistant (or use it normally), the bot does not respond to any user input and immediately falls back to the live agent routing, throwing the error: "There are no agents available at the moment. Please try again later."
Here is what I have already configured and checked:System Property: Verified that sn_nowassist_va.standard_chat_enabled is set to true.
AI Search: Enabled on the portal, and the VA Search Profile has been updated and published under the correct application scope (Now Assist in Virtual Agent Configurations).Now Assist Panel / Assistant Setup:Linked the search sources successfully.Under the Assistant's Topics library, added the "Generate Self Service Content" skill.Plugins: Core Now Assist and Virtual Agent plugins are active.The Issue:I specifically want the bot to generate incidents based on user utterances (e.g., "My laptop is not working" or "Raise an incident"). Instead of triggering an incident workflow or using the GenAI Fallback topic, the bot completely bypasses the LLM processing and directly attempts a Live Agent transfer, resulting in the "no agents available" error.
Questions:Do I need a specific OOB topic/intent mapped from the ServiceNow ITSM Virtual Agent Conversations (com.snc.itsm.virtualagent) plugin to handle Incident generation natively within the Now Assist panel in Zurich?
Why is the Now Assist engine instantly crashing/failing back to standard AWA (Live Agent) routing even for basic greetings or fallback requests? Are there any cross-scope access privileges or hidden system properties I missed?Any advice, troubleshooting steps, or log-checking guidance would be highly appreciated.
Thanks in advance!
