Document intelligence not processing

[Daniel Arit]

Hi all,

Kindly assist with the following issue:

I have installed the Document Intelligence plugins for data extraction, created a use case, configured the related fields, and set up the document task. However, when attempting to process the document task, it is not functioning as expected. The AI-recommended fields for extraction are not being displayed. Even when I manually input the required values, the task remains unprocessed.

The document is loading, but it stays in the Processing status indefinitely, no matter how long I wait.

Could you advise on what might be missing?

Please see below a screenshot from DocInt.

Thank you,

Daniel

[davidtan]

I am currently having the same issues right now. I set up DocIntel following the servicenow guideline videos as well.

[Daniel Arit]

Hi davidtan,

With support from ServiceNow, I was able to get Document Intelligence to function properly. In my case, the issue was caused by a modified ACL that was blocking the AI/ML functionality from accessing specific document-related information.

Previously, I had configured an Inbound REST API for an external application and adjusted some ACLs to grant access to the API user. To resolve the issue with Document Intelligence, I removed the API role from one of the ACLs.

This might be a useful starting point for resolving your similar issue.

I hope this will help.

Thanks,

Daniel