Issue in Virtual Agent

[devendranarun]

Hi,

I am working on Virtual Agent and have come up with this unexpected behavior. Anyone faced similar issue, then please let me know.

Thanks,
Arun

[Sagar Pagar]

Hi @devendranarun,

Take a look at this KB. It will help you.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0967379 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0784318 

Thanks,
Sagar Pagar

[devendranarun]

Hi @Sagar Pagar,

Thanks for your reply.

As per the KB Article;

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0967379,

i tried to empty the Closing setup topic. But still the issue persists.

Thanks,

Arun

Thanks,

Arun

[Mark Roethof]

Hi there,

What is the logs showing you? When you see "I'm having a technical issue" etc, the logs for Virtual Agent are in most cases very helpful.

Kind regards,
Mark

[devendranarun]

Hi Mark,

Thanks for your reply.

Pasting the entire log here; (When tried Testing OOB Greetings topic)

Highlighted the Error lines in the below log in red color.

04:43:40.494: conversation="787f7a9a97bb6110d86372571153afeb" type="PERF" event="517fb21e973b6110d86372571153afe5" thread="63" user="6816f79cc0a8016401c5a33be04be441" message="5d7fb21e2b3b611024596b7c67ebcde4" node="381f63563e7eeb2906e842f7faa3cb9e" metric_key="QUEUE_WAIT" metric_value="0"
04:43:40.494 conversation="787f7a9a97bb6110d86372571153afeb" type="PERF" event="517fb21e973b6110d86372571153afe5" thread="63" user="6816f79cc0a8016401c5a33be04be441" message="5d7fb21e2b3b611024596b7c67ebcde4" node="381f63563e7eeb2906e842f7faa3cb9e" metric_key="VA_TOTAL_PROCESSING" metric_value="722"
04:43:40.492: conversation="787f7a9a97bb6110d86372571153afeb" type="PERF" event="517fb21e973b6110d86372571153afe5" thread="63" user="6816f79cc0a8016401c5a33be04be441" message="5d7fb21e2b3b611024596b7c67ebcde4" node="381f63563e7eeb2906e842f7faa3cb9e" metric_key="VA_TOTAL_PROCESSING" metric_value="722"
04:43:40.388 WorkItemAssignmentManager::poke - null
04:43:40.241 system topic is completed, conversationId 787f7a9a97bb6110d86372571153afeb
04:43:40.239: system topic is completed, conversationId 787f7a9a97bb6110d86372571153afeb
04:43:40.239 topic_state TopicName=system TopicId=787f7a9a97bb6110d86372571153afeb topicState=completed
04:43:40.237: topic_state TopicName=system TopicId=787f7a9a97bb6110d86372571153afeb topicState=completed
04:43:40.101 Task primary sent greeting message
04:43:40.99: Task primary sent greeting message
04:43:40.97 New task instance created for task primary
04:43:40.95: New task instance created for task primary
04:43:40.93 Conversation loaded with profile name [HR ESC Experience] and Conversation Id [787f7a9a97bb6110d86372571153afeb].
04:43:40.91: Conversation loaded with profile name [HR ESC Experience] and Conversation Id [787f7a9a97bb6110d86372571153afeb].
04:43:40.86 Task primary suspended old state gatherData. new state suspended
04:43:40.84: Task primary suspended old state gatherData. new state suspended
04:43:40.49 Task primary sent greeting message
04:43:40.47: Task primary sent greeting message
04:43:40.45 New task instance created for task primary
04:43:40.43: New task instance created for task primary
04:43:40.40 Conversation loaded with profile name [HR ESC Experience] and Conversation Id [787f7a9a97bb6110d86372571153afeb].
04:43:40.38: Conversation loaded with profile name [HR ESC Experience] and Conversation Id [787f7a9a97bb6110d86372571153afeb].
04:43:40.29 Task primary got cancelled old state init. new state canceled
04:43:40.28: Task primary got cancelled old state init. new state canceled
04:43:40.26 Conversation loaded with profile name [HR ESC Experience] and Conversation Id [787f7a9a97bb6110d86372571153afeb].
04:43:40.24: Conversation loaded with profile name [HR ESC Experience] and Conversation Id [787f7a9a97bb6110d86372571153afeb].
04:43:40.20 Error occurred when processing message
04:43:40.17: Error occurred when processing message
04:43:40.16 Topic Node Script Error at topic [_PRVW__5b6fb2d28cbb61103ed88c3e6a0e7b1c], at variable [vaInputs.__silent_ScriptedAction_3b0fa5a45fa94052bd1b546ea1f7303b], for task [1d7fbe9e97bb6110d86372571153affe], expression: [vaVars.previous_graph_node="Send Topic Picker___3b0fa5a45fa94052bd1b546ea1f7303b";(function execute() {(function execute() { var greetingMessage = vaSystem.getTopicSelectionMessage(); vaSystem.sendTopicPickerControl(greetingMessage); })() ;})();vaInputs.__silent_ScriptedAction_3b0fa5a45fa94052bd1b546ea1f7303b=true;null;], error [org.mozilla.javascript.JavaScriptException: java.lang.IllegalArgumentException: TOPIC
04:43:40.15 JavaScript evaluation error on: vaVars.previous_graph_node="Send Topic Picker___3b0fa5a45fa94052bd1b546ea1f7303b";(function execute() {(function execute() { var greetingMessage = vaSystem.getTopicSelectionMessage(); vaSystem.sendTopicPickerControl(greetingMessage); })() ;})();vaInputs.__silent_ScriptedAction_3b0fa5a45fa94052bd1b546ea1f7303b=true;null; Root cause of JavaScriptException: java.lang.IllegalArgumentException : java.lang.IllegalArgumentException: TOPIC: com.glide.cs.qlue.module.designtime.gen.TopicTypeDto$TopicType.fromValue(TopicTypeDto.java:850) com.glide.cs.qlue.module.designtime.TopicTypeServiceImpl.makeDto(TopicTypeServiceImpl.java:252) com.glide.cs.qlue.module.designtime.TopicTypeServiceImpl.toTopicTypeDto(TopicTypeServiceImpl.java:117) com.glide.cs.qlue.module.designtime.TopicTypeCacheServiceImpl.getTopicTypeDtos(TopicTypeCacheServiceImpl.java:291) com.glide.cs.qlue.module.designtime.TopicTypeCacheServiceImpl.getTopicTypes0(TopicTypeCacheServiceImpl.java:123) com.glide.cs.qlue.module.designtime.TopicTypeCacheServiceImpl.getTopicTypes(TopicTypeCacheServiceImpl.java:115) com.glide.cs.qlue.module.designtime.TopicTypeServiceImpl.getVendorApplicableTopicTypes(TopicTypeServiceImpl.java:415) com.glide.cs.qlue.module.taco.ConversationServiceImpl.getTopicPickerControl(ConversationServiceImpl.java:561) com.glide.cs.qlue.module.coma.MessageServiceImpl.sendTopicPicker(MessageServiceImpl.java:562) com.glide.cs.qlue.module.runtime.script.SystemScriptObject.jsFunction_sendTopicPickerControl(SystemScriptObject.java:1357) java.base/jdk.internal.reflect.NativeMethodAccessorImpl.invoke0(Native Method) java.base/jdk.internal.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) java.base/java.lang.reflect.Method.invoke(Method.java:566) org.mozilla.javascript.MemberBox.invoke(MemberBox.java:138) org.mozilla.javascript.FunctionObject.doInvoke(FunctionObject.java:677) org.mozilla.javascript.FunctionObject.call(FunctionObject.java:614) org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2649) org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:160) com.glide.caller.gen.Task_997c66de97376110d86372571153af7c.call(Unknown Source) com.glide.script.ScriptCaller.call(ScriptCaller.java:18) org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:159) org.mozilla.javascript.ScriptRuntime.doCall2(ScriptRuntime.java:2734) org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2657) org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:160) com.glide.caller.gen.Task_997c66de97376110d86372571153af7c.call(Unknown Source) com.glide.script.ScriptCaller.call(ScriptCaller.java:18) org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:159) org.mozilla.javascript.ScriptRuntime.doCall2(ScriptRuntime.java:2734) org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2657) org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:160) com.glide.caller.gen.Task_997c66de97376110d86372571153af7c.call(Unknown Source) com.glide.script.ScriptCaller.call(ScriptCaller.java:18) org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:159) org.mozilla.javascript.ContextFactory.doTopCall(ContextFactory.java:597) org.mozilla.javascript.ScriptRuntime.doTopCall(ScriptRuntime.java:3573) org.mozilla.javascript.InterpretedFunction.exec(InterpretedFunction.java:172) com.glide.script.ScriptEvaluator.execute(ScriptEvaluator.java:397) com.glide.script.ScriptEvaluator.evaluateString(ScriptEvaluator.java:209) com.glide.script.ScriptEvaluator.evaluateString(ScriptEvaluator.java:137) com.glide.script.fencing.GlideScopedEvaluator.evaluateScript(GlideScopedEvaluator.java:348) com.glide.script.fencing.GlideScopedEvaluator.evaluateScript(GlideScopedEvaluator.java:240) com.glide.cs.qlue.module.runtime.expression.JSExpressionEvaluator.evaluate(JSExpressionEvaluator.java:56) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.getLabel(QuestionAnswerInteraction.java:1244) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.onPrompt(QuestionAnswerInteraction.java:1060) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.handleFieldState(QuestionAnswerInteraction.java:735) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.processField(QuestionAnswerInteraction.java:674) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.askInfoAboutFld(QuestionAnswerInteraction.java:458) com.glide.cs.qlue.module.taco.TaskStateManager.onGatherData(TaskStateManager.java:320) com.glide.cs.qlue.module.taco.TaskStateManager.executeStep(TaskStateManager.java:221) com.glide.cs.qlue.module.taco.TaskStateManager.execute(TaskStateManager.java:194) com.glide.cs.qlue.module.taco.TaskStateManager.initialize(TaskStateManager.java:395) com.glide.cs.qlue.module.taco.TaskImpl.initialize(TaskImpl.java:183) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:419) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:401) com.glide.cs.qlue.module.taco.ConversationImpl.initTopic(ConversationImpl.java:1392) com.glide.cs.qlue.module.taco.ConversationImpl.pushTopicOnStack(ConversationImpl.java:1539) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.askInfoAboutFld(QuestionAnswerInteraction.java:484) com.glide.cs.qlue.module.taco.TaskStateManager.onGatherData(TaskStateManager.java:320) com.glide.cs.qlue.module.taco.TaskStateManager.executeStep(TaskStateManager.java:221) com.glide.cs.qlue.module.taco.TaskStateManager.execute(TaskStateManager.java:194) com.glide.cs.qlue.module.taco.TaskStateManager.initialize(TaskStateManager.java:395) com.glide.cs.qlue.module.taco.TaskImpl.initialize(TaskImpl.java:183) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:419) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:401) com.glide.cs.qlue.module.clientproxy.AdapterUtils.startConversation(AdapterUtils.java:1157) com.glide.cs.qlue.module.coma.ActionMessageProcessor.process(ActionMessageProcessor.java:51) com.glide.cs.qlue.module.coma.MessageServiceImpl.processMessage(MessageServiceImpl.java:587) com.glide.cs.qlue.module.coma.MessageServiceImpl.receiveMessage0(MessageServiceImpl.java:297) com.glide.cs.qlue.module.coma.MessageServiceImpl.receiveMessage(MessageServiceImpl.java:177) com.glide.cs.qlue.module.coma.MessageServerMessageHandler.handleActionMessage(MessageServerMessageHandler.java:144) com.glide.cs.qlue.module.coma.MessageServerMessageHandler.handleMessage(MessageServerMessageHandler.java:59) com.glide.cs.qlue.module.worker.QMessageProcessor.process(QMessageProcessor.java:38) com.glide.cs.qlue.module.worker.Processor.lambda$process$2(Processor.java:193) com.glide.worker.TransactionalWorkerThread.executeInTransaction(TransactionalWorkerThread.java:35) com.glide.cs.qlue.module.worker.Worker$TransactionExecutor.execute(Worker.java:298) com.glide.cs.qlue.module.worker.Processor.process(Processor.java:193) com.glide.cs.qlue.module.worker.Processor.processMessageContext(Processor.java:70) com.glide.cs.qlue.module.worker.Worker.lockAndProcessMessage(Worker.java:256) com.glide.cs.qlue.module.worker.Worker.lockAndProcessMessage(Worker.java:243) com.glide.cs.qlue.module.worker.Worker.processMessage(Worker.java:178) com.glide.cs.qlue.module.worker.Worker.run(Worker.java:141)
04:43:40.13 java.lang.IllegalArgumentException: TOPIC: org.mozilla.javascript.JavaScriptException: java.lang.IllegalArgumentException: TOPIC: org.mozilla.javascript.Context.makeJavaScriptException(Context.java:2080) org.mozilla.javascript.Context.throwAsScriptRuntimeEx(Context.java:2066) org.mozilla.javascript.MemberBox.invoke(MemberBox.java:143) org.mozilla.javascript.FunctionObject.doInvoke(FunctionObject.java:677) org.mozilla.javascript.FunctionObject.call(FunctionObject.java:614) org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2649) org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:160) com.glide.caller.gen.Task_997c66de97376110d86372571153af7c.call(Unknown Source) com.glide.script.ScriptCaller.call(ScriptCaller.java:18) org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:159) org.mozilla.javascript.ScriptRuntime.doCall2(ScriptRuntime.java:2734) org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2657) org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:160) com.glide.caller.gen.Task_997c66de97376110d86372571153af7c.call(Unknown Source) com.glide.script.ScriptCaller.call(ScriptCaller.java:18) org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:159) org.mozilla.javascript.ScriptRuntime.doCall2(ScriptRuntime.java:2734) org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2657) org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:160) com.glide.caller.gen.Task_997c66de97376110d86372571153af7c.call(Unknown Source) com.glide.script.ScriptCaller.call(ScriptCaller.java:18) org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:159) org.mozilla.javascript.ContextFactory.doTopCall(ContextFactory.java:597) org.mozilla.javascript.ScriptRuntime.doTopCall(ScriptRuntime.java:3573) org.mozilla.javascript.InterpretedFunction.exec(InterpretedFunction.java:172) com.glide.script.ScriptEvaluator.execute(ScriptEvaluator.java:397) com.glide.script.ScriptEvaluator.evaluateString(ScriptEvaluator.java:209) com.glide.script.ScriptEvaluator.evaluateString(ScriptEvaluator.java:137) com.glide.script.fencing.GlideScopedEvaluator.evaluateScript(GlideScopedEvaluator.java:348) com.glide.script.fencing.GlideScopedEvaluator.evaluateScript(GlideScopedEvaluator.java:240) com.glide.cs.qlue.module.runtime.expression.JSExpressionEvaluator.evaluate(JSExpressionEvaluator.java:56) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.getLabel(QuestionAnswerInteraction.java:1244) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.onPrompt(QuestionAnswerInteraction.java:1060) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.handleFieldState(QuestionAnswerInteraction.java:735) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.processField(QuestionAnswerInteraction.java:674) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.askInfoAboutFld(QuestionAnswerInteraction.java:458) com.glide.cs.qlue.module.taco.TaskStateManager.onGatherData(TaskStateManager.java:320) com.glide.cs.qlue.module.taco.TaskStateManager.executeStep(TaskStateManager.java:221) com.glide.cs.qlue.module.taco.TaskStateManager.execute(TaskStateManager.java:194) com.glide.cs.qlue.module.taco.TaskStateManager.initialize(TaskStateManager.java:395) com.glide.cs.qlue.module.taco.TaskImpl.initialize(TaskImpl.java:183) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:419) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:401) com.glide.cs.qlue.module.taco.ConversationImpl.initTopic(ConversationImpl.java:1392) com.glide.cs.qlue.module.taco.ConversationImpl.pushTopicOnStack(ConversationImpl.java:1539) com.glide.cs.qlue.module.taco.QuestionAnswerInteraction.askInfoAboutFld(QuestionAnswerInteraction.java:484) com.glide.cs.qlue.module.taco.TaskStateManager.onGatherData(TaskStateManager.java:320) com.glide.cs.qlue.module.taco.TaskStateManager.executeStep(TaskStateManager.java:221) com.glide.cs.qlue.module.taco.TaskStateManager.execute(TaskStateManager.java:194) com.glide.cs.qlue.module.taco.TaskStateManager.initialize(TaskStateManager.java:395) com.glide.cs.qlue.module.taco.TaskImpl.initialize(TaskImpl.java:183) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:419) com.glide.cs.qlue.module.taco.ConversationImpl.initializeTask(ConversationImpl.java:401) com.glide.cs.qlue.module.clientproxy.AdapterUtils.startConversation(AdapterUtils.java:1157) com.glide.cs.qlue.module.coma.ActionMessageProcessor.process(ActionMessageProcessor.java:51) com.glide.cs.qlue.module.coma.MessageServiceImpl.processMessage(MessageServiceImpl.java:587) com.glide.cs.qlue.module.coma.MessageServiceImpl.receiveMessage0(MessageServiceImpl.java:297) com.glide.cs.qlue.module.coma.MessageServiceImpl.receiveMessage(MessageServiceImpl.java:177) com.glide.cs.qlue.module.coma.MessageServerMessageHandler.handleActionMessage(MessageServerMessageHandler.java:144) com.glide.cs.qlue.module.coma.MessageServerMessageHandler.handleMessage(MessageServerMessageHandler.java:59) com.glide.cs.qlue.module.worker.QMessageProcessor.process(QMessageProcessor.java:38) com.glide.cs.qlue.module.worker.Processor.lambda$process$2(Processor.java:193) com.glide.worker.TransactionalWorkerThread.executeInTransaction(TransactionalWorkerThread.java:35) com.glide.cs.qlue.module.worker.Worker$TransactionExecutor.execute(Worker.java:298) com.glide.cs.qlue.module.worker.Processor.process(Processor.java:193) com.glide.cs.qlue.module.worker.Processor.processMessageContext(Processor.java:70) com.glide.cs.qlue.module.worker.Worker.lockAndProcessMessage(Worker.java:256) com.glide.cs.qlue.module.worker.Worker.lockAndProcessMessage(Worker.java:243) com.glide.cs.qlue.module.worker.Worker.processMessage(Worker.java:178) com.glide.cs.qlue.module.worker.Worker.run(Worker.java:141)
04:43:40.12 Couldn't decipher the stack trace resulting from the following JavaScriptException:
04:43:39.944 Task primary sent greeting message
04:43:39.943: Task primary sent greeting message
04:43:39.940 New task instance created for task primary
04:43:39.939: New task instance created for task primary
04:43:39.937 Conversation loaded with profile name [HR ESC Experience] and Conversation Id [787f7a9a97bb6110d86372571153afeb].
04:43:39.936: Conversation loaded with profile name [HR ESC Experience] and Conversation Id [787f7a9a97bb6110d86372571153afeb].
04:43:39.776 *** Start Background transaction - va qmessage - 6816f79cc0a8016401c5a33be04be441, user: admin
Debug container is opened

Thanks,
Arun