Virtual Agent gets stuck while on the conversation

[Leo8]

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! 

[Eric M]

What version are you on?

[Leo8]

Hi Eric,

Thanks for your reply.

Which version do you mean?

For SN instance, we are using Paris version.

[Leo8]

Update on this issue:

We tried to test the topics on "Test Active Topics" page and its appeared the chatbot is working without stuck.

While we run it on the actual chat window, the chat will stuck and didn't make any progress. (Take time for topics to appear)

Any suggestions on this issue?

Thanks in advance.

L

[Community Alums · Accepted solution]

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:

1. Go to sys_properties.list
2. 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

[Leo8]

Hi Jerome,

Thanks for your reply.

We tried to disable websocket and it seemed this issue does not occur for a while.

By disable this property, will it affect other performance of SN? 

(We found this article in community: https://community.servicenow.com/community?id=community_question&sys_id=097d55addbbdc4902be0a851ca961961)

Thanks in advance.

L