Virtual Agent triggers fallback topic twice when neither the NLU or the keyword search have matching - Known Error

Virtual Agent triggers fallback topic twice when neither the NLU or the keyword search have matching Description Setting glide.ml.async.http.max.outstanding.requests = 0 and glide.nlu.async.ml.predict.batch = true can cause a service_error, which can lead to duplicate "I cannot find your topic" fallback topic executions.

VA should not trigger the fallback topic twice when neither the NLU or the keyword search have matching (with Async NLU configured).

Steps to Reproduce

Navigate to open_nlu_driver.list Enable ServiceNow NLU by setting 'Asynchronous Prediction Supported' to true Add the following to the sys_properties.list: glide.mlpredictor.option.nlu.disableNER = true glide.mlpredictor.option.nlu.turnOffInferenceParsing = {'modelPurposes':['virtual_agent']} glide.ml.async.http.max.outstanding.requests = 0 glide.nlu.async.ml.predict.batch = true Enable the NLU by navigating to Virtual Agent > General Settings Create a NLU model 'Test Model' and an intent 'Test Intent' with the utterance 'nothing' Save Train and publish the model Create a topic 'TestTopic' in Virtual Agent > Designer Assign the 'Test Model' and 'Test Intent' to it Click the 'Test Topic' Enter 'blah' in the test window with the VA simulation Immediately after the Show me everything buttons appear, the VA, which should not find any match, repeats again 'I am sorry but I didn't understand ....' and shows the Show me everything button again.

Workaround This problem has been fixed. There is no workaround available. The system property 'com.glide.cs.nlu.keywords.enabled' has been changed to be set as true by default as part of the fix.

If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to.