Now Assist status of my ticket showing Error.

[Abhinav Joshi2]

We are implementing Now Assist for Virtual Agent, I'm currently doing a simple operation to check the status of my ticket but I'm getting an error

"You don't have the required access to complete this request. Try another request."

I'm Admin on the platform, anyone facing this issue.

[Philippe Luickx]

I had the same issue and did some debugging.

For me I had to go into the script part of the "Request status agent" AI agent and open "Get list of tickets".  Around line 100, there's this script part that failed:

    // Sort all requests by updated_on in descending order (most recent first)

    /*requests.sort(function(a, b) {

        var dateA = new GlideDateTime(a.updated_on);

        var dateB = new GlideDateTime(b.updated_on);

        return dateB.compareTo(dateA);

    });*/

I commented it out and now it works. Obviously now I lost sorting but at least I got it to work. Hopefully ServiceNow can fix it in a future release.

[shivani_verma]

Hi @Philippe Luickx 

I tried commenting the code you mentioned, but it is still not working for me. Please see the attached screenshot.

[Philippe Luickx]

And you have enabled the AI agent?

Also make sure that the rest of the setup is correct, e.g. define the roles that should have access.

If everything else is correct, debug the script. Add a gs.info() in the beginning and see if you get it in the log messages. If you get it - then the script has an issue. If not, then it happens before it reaches the script.

[AntonioG4352175]

Team,

This is the scope of " request status agent": Scope: Handles only tickets, incidents, tasks, or requests that were created or opened by the currently logged-in user. It does not access or manage items submitted by others. The agent DONT create any new request.

Is there any to consult tickets opened by others if the logged-in user has itil or business stakeholder role?