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

Leo8 · ‎01-21-2021

Hi,

We have got confirmation from Hi Support Staff that by disabling WebSocket will not has impact on the platform.

Thank you for your help.

We really appreciate it!

Best regards,

L