ITSM virtual agent, NLU issue
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07-06-2025 11:52 PM
Hi, I recently requested for the instance and installed all the plugins that were needed for me to work with the virtual agent designer.
After installing the plugins I have been getting the following issue
Can anyone help me with this?
How can I resolve this issue?
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07-07-2025 12:04 AM
Missing or Incomplete Plugin Dependencies
- Ensure you've installed all required plugins, not just the Virtual Agent Designer.
- Key plugins include:
- com.glide.cs.chatbot – Glide Virtual Agent
- com.snc.conversation_builder – Virtual Agent Designer
- com.glide.cs.nlu.model – NLU Model Builder (if using Natural Language Understanding)
- com.glide.cs.nlu – NLU Core
Plugin Activation Order
- Sometimes plugins need to be activated in a specific order.
- Start with core plugins like chatbot, then conversation_builder, followed by NLU-related plugins.
Cache or Browser Issues
- Clear your browser cache or try accessing the instance in incognito mode.
- You can also clear the instance cache via: https://<instance>.service-now.com/cache.do?sysparm_clear_cache=true
Role Permissions
- Ensure your user has the necessary roles:
- admin
- chat_admin
- nlu_admin
- conversation_admin
- Ensure your user has the necessary roles:
Check for Errors in Logs
- Go to System Logs > Errors and look for plugin-related issues.
- Also check System Diagnostics > Plugin Activation Logs.
✔️ If this solves your issue, please mark it as Correct.
✔️ If you found it helpful, please mark it as Helpful.
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Shubham Jain
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07-07-2025 01:38 AM
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07-07-2025 01:46 AM
@samson03 By looking at the logs in given snapshot - it looks to be credentials error. You may need to check with your colleage who has full access or more privelage to perform action.
✔️ If this solves your issue, please mark it as Correct.
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Shubham Jain
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07-07-2025 12:06 AM
Hi @samson03
Make sure that You have installed all these plugins. And if the issue still persists, then
Ensure your user has the following roles:
admin
va_designer – for Virtual Agent Designer access
nlu_admin – if you're using NLU features
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1707090