ServiceNow Virtual Agent - Create Incident prebuilt topic block is not working

[JennC507]

Since we upgraded to Vancouver, the prebuilt topic block for Create Incident is no longer working. It was working fine pre Vancouver and automatically creating an Incident once the user would describe their issue. 

We have went through and made sure all plug-ins were up to date

We have tested by using the out of the box prebuilt topic block and also duplicating the topic block and saving it, but not making any changes

We have 4 topics that we created in Utah version and those are all still working properly

We have compared the Create Incident topic block from a topic where the topic block is working to a topic where the topic block is not working and settings and scripts are all identical

I have attached a screen shot of the response (I'm having technical issues...) along with the logs. I'm assuming the issue occurs when it stated Invalid Queue: Queue not found, but not sure how to fix the issue

[Sujatha V M]

@JennC507  Got it! Can you share the screenshot of the complete flow?

I would like to know the inputs given to the flow. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[JennC507]

I have attached some screenshots of the complete flow.

When a user clicks No, for the condition we have it set to Is this what you were looking for and is unchecked. Then the bot asks to describe the issue. Once user inputs a brief description, this is when the error is given.

[Sujatha V M]

@JennC507 Thank you for providing the details. I have replicated the issue in Vancouver instance and have able to get the incident created with any issues using the "OOB Topic Block". 

I tried with the variables User/User ID and both created an incident. 

As you have done the troubleshooting earlier, some of my suggestions below : 

1. Remove the topic block from the existing flow, re-add the topic block (Dev - Vancouver version) and test it again. 

3. Validate output mapping of the flow.

2. Looking at the logs shared, it shows Invalid queue : Queue not found and the response in the chat states "No agents available at this moment". Kindly check if this topic [sys_cs_topic] is set to "True" after upgrade. In case if its "False", and being read-only record it can be fixed by ServiceNow only. 

If all the necessary actions are taken, as the "Topic Block" being the OOB raise a support case with ServiceNow to investigate on this. 

Note: We faced a similar issue earlier for survey and the issue was because of the sys id which wasn't editable and ServiceNow helped in fixing it. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[JennC507]

Hello. Thank you for all the information.

1. When you mention "OOB Topic Block" we do not see that topic block in the list of Topic Blocks...I added a screen shot of all the Topic Blocks we have.

2. We have removed the topic block from the existing flow and re-added it back (in Dev - Vancouver) and tested and still having the same issue.

3. Added a screen shot also where is shows Output mapping and Enabled is checked.

4. From your screen shot, we checked and the _live_agent_support_ is currently set to "True"

[Sujatha V M]

@JennC507  Appreciate your efforts. From the screenshots, I can understand, there is "Create Incident (OOB)" and "Create Incident Ticket (Custom)" topic blocks. 

In your flow, you are using "Create Incident Ticket" which is the custom one.

Did you try to test it with "Create Incident (OOB)"?

If the issue prevails in "Create Incident (OOB)" as well, then you can raise a support case with ServiceNow. If its on the custom topic block, then it needs to investigated. 

Note: If the "Create incident (OOB)" is "Inactive" it may not show on the list, activate it for selection and use it in your flow. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.