Calling a topic with large data from Virtual Agent breaks VA in platform and Slack - Known Error

Calling a topic with large data from Virtual Agent breaks VA in platform and Slack Description Calling a topic with large number of records from virtual agent can break virtual agent, so that when doing a topic preview from designer, then nothing appears. If the same topic is called from Slack using Virtual Agent, then the user is locked out and is not able to make further conversations with VA. The affected user can type, but virtual agent does not respond even deactivating the topic, or deleting the conversation from sys_cs_conversation table.

Steps to Reproduce

1.Have a table with large data, i.e. the table 'Task' can be filled by running the below script: function insertTonOfTasks() { var tsk = new GlideRecord('incident'); var targetTaskNumber = 100000; //Set targetTaskNumber to the number of records you want to insert tsk.initialize();

for (var i = 0; i { tsk.number = "INT" + i; tsk.short_description = "Test " + i+" Santa was here"; tsk.insert();

if (i % 100 == 0) { gs.log("Creating new incident: TEST" + i); }

} } insertTonOfTasks();

2. Wait for completion, as it takes some time to create this number of records in the table.

3. Create a topic to fetch all these data in Virtual Agent: a. Navigate to virtual agent >> designer and create new topic by clicking 'Add a topic' b. Name = snc test and save. c. Now hit on 'Edit topic flow' and after start insert, from 'user input', 'reference choice' by dragging and dropping. On the right side for User Input Properties fill as below: Name: Incident record Prompt: Active Int Table: Incident Choice value Expression: select condition builder and add condition 'active is true'. d. Drag and drop after Incident Record, 'lookup' from utilities and for prompt properties, Name: Find Incident Record, Table: Incident and script: = condition builder where condition is : sys ID is Input Variables -> Incident Record -> Sys ID and Active is true e. Drag and drop loop complete from Bot response. With Name: loop complete

4. Save and publish the topic.

5. Preview the topic. Just a blank page appears with no results.

6. From Slack call this topic using Virtual Agent, it breaks and then user is not able to communicate with agent. Virtual Agent does not respond after that for that user.

Workaround After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make this decision lightly, and we apologise for any inconvenience.

The user should be aware of potential issues with huge result set. It is recommended to limit the size of the result set through a script.