Virtual Agent Issue

[SS1510]

The first picture is of Virtual agent in PROD and in second picture is of DEV, i added in fallback topic in custom fallback topic field in DEV, but when it moved to prod the UI is different and don't have custom fallback topic field, does anyone has an idea what the issue it could be?

And also in PROD the AI search is behaving differently .

Please response if anyone aware of these issues.

Thank you!

[GlideFather]

Hi @SS1510m,

go to the Statistics:

https://yourinstance.service-now.com/now/nav/ui/classic/params/target/stats.do

And compare if your DEV and PROD have both the same VERSION and same PATCH. 

Example: Build tag: glide-zurich-07-01-2025__patch2-09-24-2025

If both are the same, then go to the Support Portal and Create a Case from there:

https://support.servicenow.com/now 

PS: this is not virtual agent, but now assist, correct?

[SS1510]

@GlideFather  ..Yes this is now assist, could it be the issue of plugins?

[GlideFather]

@SS1510 I cannot tell but a good catch - check the plugins versions as well...