Unable to implement contextual search in Virtual Agent; VA responds with "I'm having technical issues and won't be able to continue this conversation"DescriptionWhile developing a custom Topic to implement a contextual search, we are unable to call an OOB (out of box) Script Include, 'ItsmVaHelper' ( sys_id = ecbf30be0b33230094396c2367673a1c ). The Virtual Agent responds with "I'm having technical issues and won't be able to continue this conversation"Release or EnvironmentMadrid, Paris, QuebecCauseThis issue might arise because the Topic resides in a different scope from the 'ItsmVaHelper' Script Include The script include 'ItsmVaHelper' was made private (accessible from 'this scope only') because this is functionality only being used by the ITSM (IT Service Management) VA (Virtual Agent) Conversations to format data to display during some of the ITSM conversations. And most likely not required to be used by customers.ResolutionThe issue can be fixed by cloning the 'ItsmVaHelper' Script Include and changing it to: Accessible from: All Scopes Additional Informationhttps://docs.servicenow.com/csh?topicname=c_ApplicationScope.html&version=latest