Troubleshoot issues with Topic Recommendations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Troubleshoot issues with Topic Recommendations

    This guidance helps ServiceNow customers investigate and resolve common issues encountered with Topic Recommendations in Virtual Agent. It addresses unexpected behaviors, errors during topic addition, report generation problems, and model training challenges to ensure smooth operation of the Topic Recommendations feature.

    Show full answer Show less

    Common Issues and Solutions

    • Blank Topic Recommendations page: Occurs when no analysis reports are configured. Remedy by configuring an analysis report or activating ITSM Virtual Agent Conversations, which provides default configurations.
    • Error adding topics to Virtual Agent: Check system error logs filtering by sntopicrecommend to diagnose. Note that topic addition continues even if model training fails, leaving the model in draft state.
    • Reports show intent matches but no pre-built topic matches: Ensure ITSM Virtual Agent Conversations is installed and activated. Without it, pre-built topics may not cover identified issues.
    • Analysis reports unavailable in production: This is expected as analysis reports and Intent Discovery operate in a single instance only. Added topics and NLU models can be used in other instances, but reports do not transfer.
    • Analysis report stuck on "Analysis in progress": Verify status in the Discovery Report Definitions table. If status is empty, rerun the analysis. Use NLU Workbench > Intent Discovery for further troubleshooting.
    • Adding new topics takes longer than expected: Check topic generation status and event logs to monitor progress. If unclear, mark the status as Error to retry adding recommendations.
    • Report generation record limits: Topic Recommendations supports datasets between 10,000 and 300,000 records to maintain performance and data significance.
    • Model not preselected after upgrade: For upgrades from Quebec version, manually select a model in the Topic Recommendations app to preserve functionality.
    • Unmigrated model support: Models do not have to be grouped, although migration to groups is recommended.
    • Unlinked topics: Linking recommendations to existing topics is optional and serves as acknowledgment.
    • Missing "Topics/Requests VA Can Handle" tab: Ensure the system property glide.ui.escapeallscript is set to True to display this tab correctly.

    Practical Application

    By following these troubleshooting steps, ServiceNow customers can effectively diagnose and fix issues with Topic Recommendations, ensuring accurate topic training, reliable report generation, and improved Virtual Agent performance. These actions help maintain a robust conversational AI experience and streamline issue resolution workflows.

    Investigate and resolve unexpected behavior with Topic Recommendations, or find answers to common questions.

    For information about using Topic Recommendations, see Quick start for Topic Recommendations.

    Note:
    Topic Recommendations tries to train the model when you add new topics to Virtual Agent. If an error occurs during training, the topic is still added, but the model remains in a draft state.
    Issue Solution

    Topic Recommendations page is blank

    		 No analysis reports have been configured.

    Configure an analysis report. You can also install or activate ITSM Virtual Agent Conversations, which will add default configurations to Topic Recommendations. For more information, see Set up ITSM Virtual Agent.

    Error when adding topics to Virtual Agent

    		 Check the error log for details:
    1. Navigate to All > System Logs > System Log > Errors.
    2. Find the entry that has a value of sn_topic_recommend in the Source column.

      The Message field displays the error.

      Note:
      If model training fails while adding topics, Topic Recommendations will ignore those errors and continue to add your recommendations. In this case, you will be notified that the models are in draft state.
    Reports have intent matches, but no pre-built topic matches

    Make sure ITSM Virtual Agent Conversations is installed and activated for the instance. If the app is installed, then none of the pre-built topics address the issues found in your reports. For more information, see Set up ITSM Virtual Agent.
    Analysis reports are not available in production instances

    This is the expected behavior. Analysis reports and Intent Discovery are designed to live in one instance only. Added topics and NLU models are made available in a "new" instance, but the Topic Recommendations reports do not move between instances.
    Analysis report is stuck and says "Analysis in progress" Check the status in the Discovery Report Definitions table:
    1. Navigate to All > sn_nlu_discovery_report_definition.list.
    2. Sort the table on the Created column, and then find the name of the affected analysis definition.
    3. If the Status column is empty, the analysis failed. Try running it again.

    You can also navigate to NLU Workbench > Intent Discovery to see if something went wrong in the intent discovery process. For more information, see Intent Discovery.
    Adding new topics takes longer than expected Try the following:
    • Navigate to All > sn_topic_recommend_topic_staging.list and view the Status column to see what stage topic generation is in. Training models can take some time.
    • Navigate to All > System Logs > Events to see which event ran last or if the event is queued.
    • If the reason for failure is not clear, navigate to All > sn_topic_recommend_topic_staging.list and change the value of the Status field to Error. You can then try to add the recommendation again.
    Can't generate a report with less than 10,000 or more than 300,000 records

    Topic Recommendations currently supports a minimum of 10,000 records and a maximum of 300,000 records. This is done for performance and to ensure a statistically significant data set.
    Model is not preselected in the app

    If you are upgrading from Quebec and this is your use of the Topic Recommendations app, you must select a model. Once you select a model, Topic Recommendations preserves the selection.
    Unmigrated model support

    While you are encouraged to migrate your models to groups, Topic Recommendations does not require models to be grouped.
    Unlinked topics You don't have to link all recommendations. Topic linking is a way to "acknowledge" a recommendation if you have an existing topic.
    The Topics/Requests VA Can Handle tab is not displayed

    System property glide.ui.escape_all_script is not set to True.

    Navigate to ALL > sys_properties.list (or ALL sys_properties_list.do). Search for and select glide.ui.escape_all_script, then set its Value to True.