Issue Auto Resolution diagnostic chat

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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 in ServiceNow to troubleshoot and verify the settings and functionality of Issue Auto Resolution when issues are not resolved as expected. It enables admins to initiate a guided chat conversation to identify configuration or operational problems with Issue Auto Resolution for Incidents or cases.

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    Enabling the Diagnostic Chat

    To activate the Issue Auto Resolution diagnostic chat, an admin must update the Restricted Caller Access Privileges table by setting specific records to Allowed. These records are identified by filtering the Application Restricted Caller Access table for the source corresponding to the diagnostic script (IARIssueNotAssignedDiagnostic). This configuration grants the necessary permissions for the diagnostic tool to function.

    Diagnostic Conversation Flows

    Admins start the chat by entering IAR and choosing between two main issues:

    • An Incident or case isn’t getting assigned to the Bot user
    • An Incident or case isn’t going through Issue Auto Resolution

    Incident or case not assigned to bot user

    • The diagnostic confirms that the prediction server is operational and Issue Auto Resolution configurations exist and are active.
    • It runs a health check specific to the selected configuration type:
      • For Incidents: verifies active Issue Auto Resolution configuration, language setup, active response channel, and intent topic map.
      • For cases: checks active configuration and AI Search enabled (no intent topic map check).
    • If initial checks pass but the issue persists, the admin can enter the Incident or case number for deeper analysis:
      • Verifies trigger conditions match Incident/case values.
      • Ensures business rule order is highest and only one active trigger business rule exists for Issue Auto Resolution.
    • Further analysis can be requested if the issue remains unresolved.

    Incident or case not going through Issue Auto Resolution

    • The diagnostic tool verifies:
      • Intent prediction success (for Incidents).
      • Correct criticality and AI Search active (for cases).
      • Notification was sent and the end user responded.
    • If problems are detected, the tool suggests possible solutions and allows the admin to confirm if these resolved the issue or to conduct further analysis.

    Practical Benefits for ServiceNow Customers

    • Enables fast, guided troubleshooting of Issue Auto Resolution configurations without manual investigation.
    • Provides detailed verification of key settings affecting bot assignment and resolution processing.
    • Supports both Incident and case management scenarios with tailored diagnostic checks.
    • Helps admins identify and resolve configuration or operational issues efficiently, reducing downtime and improving automation effectiveness.

    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.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.