No Kb articles in VA

[Jonathan28]

Hi 

I have a problem which is that I can not  get access to Knowledge base articles from Virtual Agent.

The log received in virtual agent is:

“12:23:03.184: SearchService: A valid Search Context was not found for this request.”

Does anyone know how to sort this out?

[Mark Roethof]

Hi there,

Are you already experiencing this with the out-of-the-box Search Knowledge Base topic? Or custom topic?

Did you check if there is a Contextual Search setup? For example, out-of-the-box:
Contextual Search > Search Contexts > ITSM VA Knowledge Search

The sys_id of the record shown above, also corresponds with what is setup in the Search Knowledge base topic:

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

Kind regards,
Mark

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[Jonathan28]

Hi Mark,

Thanks for the reply. I just put a HI ticket on this because I have seen this on several instances already.

I have checked the contextual search for the HR conversations scope but I still did not make it work.

I couldn't find the search_context_sys_id that you mentioned but below I added some information (that I sent to the HI ticket) on what I did to try and fix it but it did not work.

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"The problem is that we can not access KB articles in Virtual Agent in HR Virtual Agent Conversation scope. An example topic for this problem is ”General HR inquiry”. When running this in Virtual agent one log that came up was “12:23:03.184: SearchService: A valid Search Context was not found for this request.”

To solve this we chose to create a new "Search context” but to put it in in application scope “Human resources: Virtual agent conversations” instead of Global. Thereafter we connected this search context(sys_id) till “Search kb” Script Output Controller in the context field. (se images) However the problem is still not resolved and I was wondering how to go further. This problem has been seen in New York(mine) but also in Madrid(our customer).

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Thank you

[darius_koohmare]

As Mark indicates, in order to create a KB search through the virtual agent, we consume the contextual search API. In the prebuilt topics, you will find the sysID of a search context passed as a script variable or within a script utility itself. This sysID should be from a search context record which the instance should already contain. Search contexts can search a variety of kb, kb+catalog, etc.

[miriamberge]

So then technically, the Search Knowledge Base should work out of the box with no configuration needed, provided the contextual search is there and that script variable has the sys id populated?  This worked fine in my New York instance, but just cloned a sandbox region and upgraded it to Orlando and then activated the virtual agent plugins and the oob topic no longer returns any results.  

When I look at the logs, it says: 

18:32:55.73 JoinQuery invalid field name: document_number

Ideas on where to look next?

Thank you!