Incident creation topic is not working in different environment.

[khyati4]

I am using the out of the box topic of raising an incident i.e 'Open IT ticket' . The pre built topic is in ITSM Virtual Agent Conversations application but when I am duplicating it in Global application then its not getting executed properly and throwing error in the chat window, Help me in resolving that, Thanks in advance.

[khyati4]

Hello Mark,

Sorry,I missed the actual error while pasting from Preview Logs.The problem which i see from the preview log is scope of ItsmVaHelper Script Include.It throws security exception due to the scope of Script Include ItsnVaHelper being ITSM Virtual Agent Conversations Application only as checked by me.

So do i need to change the scope of Script include to All to resolve this issue or is there any other way to resolve this issue?

Below is the  error log :- 

07:36:11.762 [Context] TopicName: _PRVW__f594c5cd2afedc50a3dc5a5ee5bc42d1 TopicId: 8b940dc11bfedc50fc3aeb56bd4bcbb0 [MessageServiceImpl] java.lang.RuntimeException: Script evaluation error at [topic__PRVW__f594c5cd2afedc50a3dc5a5ee5bc42d1_task_Create Incident_field___silent_ScriptOutputPrompt_c660c03edc524834a711ea20e44714c7_acknowledge_msg]: Error occurred when processing message: no thrown error
07:36:11.760: java.lang.RuntimeException: Script evaluation error at [topic__PRVW__f594c5cd2afedc50a3dc5a5ee5bc42d1_task_Create Incident_field___silent_ScriptOutputPrompt_c660c03edc524834a711ea20e44714c7_acknowledge_msg]: Error occurred when processing message
07:36:11.758 JSExpressionEvaluator: Script evaluation error at [topic__PRVW__f594c5cd2afedc50a3dc5a5ee5bc42d1_task_Create Incident_field___silent_ScriptOutputPrompt_c660c03edc524834a711ea20e44714c7_acknowledge_msg] java.lang.SecurityException: Illegal access to private script include ItsmVaHelper in scope sn_itsm_va being called from scope global
07:36:11.757 Background message, type:error, message: Illegal access to private script include ItsmVaHelper in scope sn_itsm_va being called from scope global
07:36:11.755 Evaluator.evaluateString() problem: java.lang.SecurityException: Illegal access to private script include ItsmVaHelper in scope sn_itsm_va being called from scope global: com.glide.script.system.ASystemInclude.exists(ASystemInclude.java:303) com.glide.script.system.ASystemInclude.exists(ASystemInclude.java:277) com.glide.script.AGlideRhinoScopeHandler.isScriptInclude(AGlideRhinoScopeHandler.java:43) com.glide.script.fencing.GlidePackageScopeHandler.found(GlidePackageScopeHandler.java:31) com.glide.script.ARhinoScope.get(ARhinoScope.java:77) com.glide.script.RhinoScope.get(RhinoScope.java:52) com.glide.script.PackageScope.get(PackageScope.java:33) org.mozilla.javascript.ScriptableO

Regards,

Khyati

[Mark Roethof]

Ah this is a good one:

Illegal access to private script include ItsmVaHelper in scope sn_itsm_va being called from scope global

In which scope do you have this duplicated topic? Global? And the original topic is in the VA ITSM scope? If so you do have to update the scripting a bit, where the Script Include is called, instread of new ItsmVaHelper, try new sn_itsm_va.ItsmVaHelper

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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[Mark Roethof]

Hmmm this is not enough I think. Looking at that Script Include:

So I guess from Global you also can't access the Script Include.

You could try creating an extended Script Include from this one, in Global, so you can call the Script Include in your topic which is in the global scope.

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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[Mark Roethof · Accepted solution]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

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

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[newbold-df]

I see exactly the same issue and the  ItsmVaHelper script is locked by policy in Orlando