VA Topic Recommendations Failing

[Stephen Skaggs]

I am having a weird issue when running the VA Topic Recommendations in my test and production instances. However, I am not receiving any errors in my dev instance. I have checked the versioning to validate they are all running the same version for the instance as well as the required plugins. I have run script debugger with no information on why its failing, I checked the event and system logs and there is nothing identifying why its failing.

The only thing I am provided is in the Discovery Report Definitions table [sn_nlu_discovery_report_definition_list] getting an error that states either Timeout or Network/Configuration errors. (see attached image of errors). The other image provided is the dev instance where it provides a Solution Completed message.

When selecting the advanced options, the Intent discovery only states a "Run Failed" on the Test/Prod instances. In Dev, the message shows as "Done".

Also on the Topic Recommendations page, the Test/Prod side just keeps showing that it is analyzing with no end in site. On the Dev side it shows it completed fairly quickly with results to view.

[Logan Poynter · Accepted solution]

Hello Stephen,

First, validate that you have a sharedservice.worker user record with the roles platform_ml_create, platform_ml_write, platform_ml_read. This is necessary to run the topic recommendations as it does an impersonation and comes from the Predictive Intelligence plugin. 

Secondly, make sure you have ITSM Virtual Agent Conversations installed / updated (assuming you're looking for ITSM recommendations across Incidents and Requests.)

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
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