Virtual Agent - Close Incident topic not working

[MaciejPletnia]

Hi,

I tried to publish Close Incident topic in Designer, and when I try to test it I immediately get a message "I'm having technical issues and won't be able to continue this conversation." I seem like it's never moving past Get incident sys_id node.

Thanks!

[sujitha16]

@MaciejPletnia  @omj Please refer the below article for reference, 

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

[omj]

@sujitha16 , the topic is active and published. This is happening because of ACLs, so those ACLs need to be bypassed if end user wants to close incident by virtual agent  just like user can close incident via service portal.
So, do you have any suggestion how that can be achieved.

Thanks in advance