Virtual Agent topic gets deactivated automatically

subhendu2 · ‎04-04-2020

I have created a new topic named as "Report an Issue" in customer environment which is almost similar to Open IT Ticket OOB topic. I have added a link type bot response which is redirect user to a record producer for creating an incident. Report an Issue topic gets deactivated automatically and I'm receiving message (I'm having technical issues and won't be able to continue this conversation in virtual agent) while previewing the topic. I have added few screenshots of the topic

I have replicated same topic in my personal instance and there it's working perfectly fine as expected. I have spent few hours on that issue but not getting any clue why it's not working in the customer environment. We have a customer demo on monday. So, please provide your input to resolve the issue.

Mark Roethof · ‎04-04-2020

Hi there,

Can you share more about your topic? And at which step it is failing? Is this also only in preview or also when viewing through $sn-va-web-client-app.do?

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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subhendu2 · ‎04-04-2020

As it's deactivated so, not able to test it from Service Portal. I was testing it using preview option. Earlier I was getting the message but now I see two problem.

1. KB contextual search is not working

2. Topic is deactivated automatically.

PFA related screenshots. However, same setup is working perfectly in my personal instance. Please let me know any more details.

Mark Roethof · ‎04-04-2020

Can you clarify what you mean with "Topic is deactivated automatically"? Is the active switch automatically being turned off while saving and publishing?