Virtual agent topic keywords not matching request


Description

Virtual agent topic keywords not matching

Steps to Reproduce

1- Hop on to Paris Instance
2- Install "com.snc.itsm.virtualagent.lite" plugin and activate the OOB "Check Ticket Status"
3- keywords for the above topics as below
ticket status,latest,update,check,status,Request,Requested Item,Incident
4- GoTo Collaboration-> Virtual Agent-> Designer-> Click "Test Active Topics"
5- Once "Show Me Everything" type the keyword "status" - Matching Request shows "Check Ticket Status"
6- Type the keyword "test status"

Expected - Topic "Check Ticket Status" is expected to be shown on the Matching Request
Actual - Topic "Check Ticket Status" is not showing on the Matching Request

Workaround

This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.


Related Problem: PRB1472694