How does everyone troubleshoot issues with Virtual Agent Conversations?

Mary Beth Hutch · ‎12-21-2020

Virtual Agent is out there, doing its thing, and occasionally tells a customer "I'm having technical issues and won't be able to continue this conversation" - how do you all troubleshoot this? Im struggling to make sense of the conversation tasks and messages. Does anyone know of an effective way to decipher what actually caused the issue?

EDIT: I should have stated that I cannot reproduce the error in my lab environment!

Mark Roethof · ‎12-22-2020

If you can reproduce it, ofcourse what nilimadesai is a good approach, using the reviewer. Though if this is just on production out of the blue, no clue yet how to reproduce: just the System Logs will do in most cases. You just need that if this happens, the user reports it as quickly as possible and with a certain timeframe mentioned. Else you would have to search in the logs.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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nilimadesai · ‎12-21-2020

Hi Marybeth,

I would run the topic in Preview mode and check Show Logs option in preview. You should have a clear indication of the error being thrown.

In case you are still not able to figure out where the error is originating from, try placing gs.debug() messages in your flow and also maybe print variable values in gs.debug(). VA 'Show Logs' option renders gs.debug() messages, so you should get some leads on the root cause of the issue.

If my answer was helpful, please mark this reply as correct and/or helpful.

Best Regards,

Nilima

Mary Beth Hutch · ‎12-22-2020

Thank you - I should have included that I cannot reproduce the error in the lab - I have used preview/show logs in the past and it is helpful!