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.

[Mark Roethof]

Hi there,

Can you share the error?

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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[khyati4]

Hi Mark,

The 'open IT ticket ' topic is initially designed in ITSM Virtual Agent Conversations application. I duplicated it in Global application and tested, So in chat window it shows the message 'I'm having technical issues and won't be able to continue this conversation.'

[Mark Roethof]

Hmm oke that's not much. If you preview the topic, what is shown then in the preview 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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[khyati4]

This is the conversation log I am getting

Conversation Preview Logs

• 15:45:54.470: Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform suspended with payload null
• 15:45:54.438 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [ConversationImpl] system topic is completed, conversationId 641be9fc1bfa1c543013dc22cd4bcbfb
• 15:45:54.437: system topic is completed, conversationId 641be9fc1bfa1c543013dc22cd4bcbfb
• 15:45:54.437 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [ConversationImpl] topic_state TopicName=system TopicId=641be9fc1bfa1c543013dc22cd4bcbfb topicState=completed
• 15:45:54.436: topic_state TopicName=system TopicId=641be9fc1bfa1c543013dc22cd4bcbfb topicState=completed
• 15:45:54.429 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task a41be9fc1bfa1c543013dc22cd4bcbfc-primary perform completed with payload null
• 15:45:54.428: Executing task a41be9fc1bfa1c543013dc22cd4bcbfc-primary perform completed with payload null
• 15:45:54.428 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task a41be9fc1bfa1c543013dc22cd4bcbfc-primary perform confirm with payload null
• 15:45:54.427: Executing task a41be9fc1bfa1c543013dc22cd4bcbfc-primary perform confirm with payload null
• 15:45:54.427 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task a41be9fc1bfa1c543013dc22cd4bcbfc-primary perform sendOutputFld with payload null
• 15:45:54.426: Executing task a41be9fc1bfa1c543013dc22cd4bcbfc-primary perform sendOutputFld with payload null
• 15:45:54.421 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task a41be9fc1bfa1c543013dc22cd4bcbfc-primary perform gatherData with payload null
• 15:45:54.420: Executing task a41be9fc1bfa1c543013dc22cd4bcbfc-primary perform gatherData with payload null
• 15:45:54.396 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform completed with payload null
• 15:45:54.395: Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform completed with payload null
• 15:45:54.395 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform confirm with payload null
• 15:45:54.394: Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform confirm with payload null
• 15:45:54.394 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform sendOutputFld with payload null
• 15:45:54.393: Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform sendOutputFld with payload null
• 15:45:54.386 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform gatherData with payload null
• 15:45:54.385: Executing task 352bad701b7e1c543013dc22cd4bcb6c-primary perform gatherData with payload null
• 15:45:54.385 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Task primary is recovering from state gatherData
• 15:45:54.384: Task primary is recovering from state gatherData
• 15:45:54.356 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task 792bad701b7e1c543013dc22cd4bcbf8-primary perform completed with payload null
• 15:45:54.355: Executing task 792bad701b7e1c543013dc22cd4bcbf8-primary perform completed with payload null
• 15:45:54.355 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task 792bad701b7e1c543013dc22cd4bcbf8-primary perform confirm with payload null
• 15:45:54.354: Executing task 792bad701b7e1c543013dc22cd4bcbf8-primary perform confirm with payload null
• 15:45:54.354 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task 792bad701b7e1c543013dc22cd4bcbf8-primary perform sendOutputFld with payload null
• 15:45:54.353: Executing task 792bad701b7e1c543013dc22cd4bcbf8-primary perform sendOutputFld with payload null
• 15:45:54.324 Cache name: "syscache_expression", max: 8,192, size: 8,192, seeks: 3,079,345,874, hits: 3,079,281,490, misses: 64,384, flushed: 23,953, puts: 0
• 15:45:54.324 Interpreted compiles: 4,700, time: 241ms, total bytes: 2,255,528
• 15:45:54.324 Total loaders created: 29170, unloaded: 22717, existing: 6453
• 15:45:54.324 Total classes: 29,170, bytecode length: 38,538,060
• 15:45:54.324 Compiles: 27,445, time: 48,790ms
• 15:45:54.324 #### Compiler Stats ####
• 15:45:52.894 ### Compiler calling System.gc() after removals: 21000
• 15:45:52.893 [Context] TopicName: _PRVW__cc1be570537e1c54528e3864127bec3b TopicId: 641be9fc1bfa1c543013dc22cd4bcbfb [TaskStateManager] Executing task 792bad701b7e1c543013dc22cd4bcbf8-primary perform gatherData with payload null