Issue Auto Resolution diagnostic chat

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Issue Auto Resolution Diagnostic Chat

    The Issue Auto Resolution diagnostic chat tool allows admin users to troubleshoot settings and functionality issues with the Issue Auto Resolution feature. This tool is essential for resolving cases or incidents that are not processed as expected.

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    Key Features

    • Enabling Diagnostic Chat: Admin users must set specific Restricted Caller access records to Allowed in the Restricted Caller Access Privileges table. This involves filtering records by a designated source and updating their status.
    • Diagnostic Conversation Flows: Admins initiate a chat by entering 'IAR' and selecting between two issues: incidents or cases not assigned to the bot user, or incidents or cases not processing through Issue Auto Resolution. The tool analyzes configurations and settings, confirming if they are active and correctly set.
    • Condition Checks: The diagnostic tool checks various conditions depending on whether the issue relates to an incident or a case, validating configurations, language settings, response channels, intent topic maps, and AI Search enablement.

    Key Outcomes

    Should the initial checks not resolve the issue, users can continue the conversation by entering the incident or case number for further analysis. The tool verifies trigger conditions, business rule orders, and active rules. For functionality issues, it checks intent prediction success and notification responses. The tool provides possible solutions based on the diagnostic checks.

    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.

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

    1. Confirm your selection, return to search, or search KB articles.
    2. Select the type of case or Incident with which you need help, or choose to search all Issue Auto Resolution configurations.
    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.
    4. Enter the Incident or case number and confirm it’s correct.

      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.
    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.