Virtual Agent Topic Not Ending After Static Choice Selection in CSM Portal (Zurich 11M)

ShamshadB284239
Tera Contributor

‎09-07-2026 09:34 PM

 

Hi Team,

I'm facing an issue with ServiceNow Virtual Agent (Zurich Patch 11M) in the CSM Portal.

Behavior observed:

  • I have a Static Choice node with an option like "I'm Done".
  • When the user selects the choice, the flow correctly traverses to the next node.
  • Debug logs show that the choice value is sometimes coming as empty, null, or undefined.
  • Despite the empty value, Virtual Agent still follows the correct path based on the selected option.
  • However, the conversation does not end. The topic remains active and the interaction stays open.

Additional observations:

  • The same configuration appears to work differently in the VA Test Panel.
  • The issue is primarily occurring in the CSM Portal.
  • Since the flow is able to transition to the next state, it seems the choice selection is being recognized internally, but the conversation termination is failing.

Question: Has anyone experienced a similar issue where Static Choice values are empty/undefined but the flow still navigates correctly, while the conversation fails to close? Are there any known fixes, workarounds, or Zurich 11M limitations related to ending a Virtual Agent topic from a Static Choice selection?

ShamshadB284239_0-1788842049311.png

 

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sanjaygupta
Giga Guru

Friday

 

The key point here is that ending a Virtual Agent topic and closing the conversation are two different things. As explained in the community replies, reaching the End node does not automatically close the interaction.

I'd suggest checking the following:

  • Open All > Conversational Interfaces > Virtual Agent > Channels.

  • Identify the channel used by your CSM Portal.

  • Open its sys_cs_channel record.

  • Check the Conversation Idle Timeout value.

  • Review the com.glide.cs.conversation_idle_timeout system property.

  • Verify that the Time Out Abandoned VA Conversations scheduled job is active.

If you need the interaction to close immediately, use the End conversation control in the Virtual Agent web client rather than relying on the topic's End node.

Also, the empty or undefined Static Choice value in the debug logs is not necessarily the cause. If the correct branch executes, the choice is already being recognised by the flow.

This is expected Virtual Agent behaviour: the topic can finish while the conversation remains open until the user explicitly ends it or the timeout process runs.

Reference: ServiceNow Community – Virtual Agent topic not ending after Static Choice selection

 
ServiceNow Community

 

Hope you find tis hepful.
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