Issue Auto Resolution diagnostic chat

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Issue Auto Resolution diagnostic chat

    The Issue Auto Resolution diagnostic chat is a tool designed for admin users to troubleshoot and verify the settings and functionality of Issue Auto Resolution in ServiceNow. It helps identify why an Incident or case may not be assigned to the Bot user or why it is not progressing through the Issue Auto Resolution process as expected.

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    Enabling the Diagnostic Chat

    To activate the diagnostic chat, admin users must modify the Restricted Caller Access Privileges by setting specific access records to "Allowed" in the Application Restricted Caller Access table. The records to update are identified by filtering on a specific Source related to the diagnostic script include.

    Diagnostic Conversation Flows

    Admin users start the diagnostic by typing IAR in the chat window and selecting one of two main issues:

    • Incident or case not assigned to the Bot user: The diagnostic tool checks various configurations including prediction server status, active Issue Auto Resolution configurations, language settings, response channels, and intent topic maps (for Incidents). It also validates AI Search activation for cases. After initial checks, users can input an Incident or case number for detailed analysis of trigger conditions, business rule order, and rule activation.
    • Incident or case not going through Issue Auto Resolution: The tool verifies intent prediction success (for Incidents), criticality and AI Search status (for cases), notification delivery, and user responses. It suggests possible fixes based on findings and allows users to continue analysis if issues remain unresolved.

    Practical Benefits for ServiceNow Customers

    • Enables quick identification and resolution of configuration or functional issues affecting Issue Auto Resolution.
    • Guides admin users through a structured diagnostic process to ensure all key components are correctly set up and operational.
    • Helps maintain smooth Incident and case resolution workflows by ensuring Issue Auto Resolution functions as intended.
    • Supports ongoing troubleshooting with options for deeper analysis when initial checks do not resolve the problem.

    Admin users can initiate a chat conversation to troubleshoot the settings and functionality of Issue Auto Resolution if an issue arises that wasn't addressed as expected.

    Enabling diagnostic chat

    To enable the Issue Auto Resolution diagnostic tool, an admin user must set certain Restricted Caller access records to Allowed on the Restricted Caller Access Privileges table.

    To identify the records to allow, follow these steps:
    1. Navigate to All > System Applications > Application Restricted Caller Access.
    2. Filter the records by Source=76fec17dc0e1d5d0f877e9d0ea777a12 (Script Include: IARIssueNotAssignedDiagnostic).
    3. Navigate to each record and change the status to Allowed.

      Double-click in the Status column, and then choose Allowed from the list. Select the save icon.

    Diagnostic conversation flows

    The admin user enters IAR in the chat window to initiate a conversation about Issue Auto Resolution, and then selects one of two issues:
    • An Incident or case isn’t getting assigned to the Bot user.
    • An Incident or case isn’t going through Issue Auto Resolution.

    When the admin types "IAR," the bot offers these two solutions. Select the one that applies.

    Conversation flow: Incident or HR case is not getting assigned to bot user

    1. Confirm your selection, return to search, or search KB articles.

      Bot responses for this flow include Yes, Back to Searched result, Search KB, and Search again.

    2. Select the type of case or Incident with which you need help, or choose to search all Issue Auto Resolution configurations.

      You are prompted to select the related table you want to run the health check on. For instance, HR Cases, Incidents, or all configured tables.

    3. The diagnostic tool performs an analysis on Issue Auto Resolution configuration and settings and displays the results. The diagnostic confirms the following conditions:
      • The prediction server is up.
      • There are existing Issue Auto Resolution configurations.
      • The configurations are active.
      A health check for the selected configuration type also runs to determine if the Incident or case is properly configured for Issue Auto Resolution. The diagnostic for an Incident checks the following conditions:
      • Issue Auto Resolution configuration is active.
      • Language configuration is active.
      • There is an active response channel.
      • There is an active intent topic map for the Incident configuration.
      The diagnostic for a case additionally checks that AI Search has been enabled and doesn’t check for an intent topic map. If all the settings are correct and the issue persists, the user can choose to continue the conversation.

      Bot response showing PASSED test results for the conversation.

    4. Enter the Incident or case number and confirm it’s correct.

      When you've chose to proceed with the test, enter the Incident or case number in the chat.

      The bot asks you to confirm the number you entered.

    5. The diagnostic tool analyzes the issue to determine if the following conditions are met:
      • The trigger condition on the configuration matches the Incident or case values.
      • The business rule order is the highest.
      • There’s only one trigger business rule for Issue Auto Resolution on the Incident or case table and it’s active.
      If the suggestions don’t resolve the issue, you can choose to run further analysis.

    Conversation flow: An Incident or case is not going through Issue Auto Resolution

    1. Confirm your choice to proceed diagnosing a functionality issue with Issue Auto Resolution.

      Confirm your choice to diagnose an Issue Auto Resolution problem in the chat window.

    2. The diagnostic tool checks the following conditions:
      • The intent prediction was successful (Incidents only).
      • The criticality is correct and AI Search is active (cases only).
      • A notification was sent.
      • The end user responded to the notification.

      If any of these checks reveal an issue, the diagnostic tool displays a possible solution. Indicate whether these solutions resolved the issue, or choose to perform further analysis.

      Select Yes if you found a solution, or select No to continue with further diagnosis.