|Warning: Please do not modify out-of-box system topics. If these are modified, they might have compatibility issues once the instance is upgraded.|
When the out-of-box topics are upgraded by ServiceNow they will get skipped as they have been modified by the user. This might result in Virtual Agent not starting or working as expected.
Virtual Agent Conversations are stored in 2 different tables.
Read Access to:
The sys_cs_message and sys_cs_conversation tables are provided to users with the following roles - interaction_agent/interaction_admin, admin & virtual_agent_admin. You can find these ACLs in your instance.
Write Access to:
sys_cs_message & sys_cs_conversation tables are only provided to 'maint' users (ServiceNow Personnel). You can find these ACLs below in your instance.
(sys_cs_conversation) stores a record for each conversation.
(sys_cb_topic) contains the records for each of the topics in the instance.
(sys_cs_topic) stores a particular run time of the topic in sys_cb_topic with a user.
(sys_cs_conversation_task) has an entry for every conversation task.
Product Documentation to refer to:
Community Links to refer to:
However, if the OOB system topics have been customized, and the VA plugin is not working after the upgrade, please follow the below steps to repair the plugin: