Virtual Agent gets stuck while on the conversation

Leo8 · ‎01-14-2021

Hi all,

We are trying to add Virtual Agent chatbot into our dev environment.

While we are testing the chatbot, sometimes it will get stuck and not showing any conversation.

(We either can't select the items or type in any sentences).

Any idea about what is happening here?

PS: I found one articles discussing about this though, do I need to switch off the web sockets? Will there any effects after switching off the web sockets?

https://community.servicenow.com/community?id=community_question&sys_id=a94acb69db44141c2be0a851ca9619dc

Thank you!

Community Alums · ‎01-21-2021

Hello Leo,

We had the same issue and we fixed it. It seems that ServiceNow has opened a problem :

PRB1331004 : Virtual Agent Topic Conversation gets stuck when websockets are enabled

In order to fix this issue, it is suggested that you disable websocket by setting a property by following below steps:

Go to sys_properties.list
Create a new system property as follows:

Name : glide.cometd.websocket.enabled
Type: true|false
Value: false

If the system property already exists in your instance, just set it to false.

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

Regards,

Jérôme

View solution in original post

Mark Roethof · ‎01-15-2021

Hi there,

Can you share a bit more details on how/when this exactly is happening? Is the web client started at all or from the start blanc? In the middle of a conversation? After a certain setup topic perhaps? Any logging? Etc..

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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Leo8 · ‎01-17-2021

Hi, thanks for your reply.

This issue happened in the middle of conversation. It got stuck and not showing any replies. After waiting for few minutes, it will reply normally, then got stuck again...

Is there any related issues for reference or ways to resolve this problem?

Thank you!

Leo8 · ‎01-17-2021

Hi, thanks for your reply.

This issue happened in the middle of conversation. It got stuck and not showing any replies. After waiting for few minutes, it will reply normally, then got stuck again...

Is there any related issues for reference or ways to resolve this problem?

Thank you!

Leo8 · ‎01-19-2021

Any updates on this issue?