Error "Topic block 'Request Catalog Item' does not exist" When Testing "AI Search" Topic in Virtual Agent DesignerIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When testing the “AI Search” topic within Virtual Agent Designer, users may encounter a Server Error indicating that a required topic block, ‘Request Catalog Item’, cannot be found. This issue does not occur in Personal Developer Instances (PDIs) where the topic functions as expected. Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When performing a test of the “AI Search” topic, the following error message appears: Server Error Topic block 'Request Catalog Item' does not exist This occurs specifically when testing the topic through Conversational Interfaces → Virtual Agent → Designer in a non-PDI instance. Reproduction Steps: 1. Navigate to: Conversational Interfaces → Virtual Agent → Designer 2. In the search bar on the left, type “AI Search” 3. Select the AI Search topic tile 4. Click Test 5. Observe that the system displays:Server Error - Topic block ‘Request Catalog Item’ does not exist Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This issue can appear on any version of the ServiceNow platform where the “Request Catalog Item” topic block either is missing, inactive, or has been deprecated—specifically from versions pre-Zurich up through and including those where the block was deprecated (Washington and later). Before implementing the fix, confirm your instance version and the presence/status of that topic block. Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This error indicates that the “Request Catalog Item” topic block referenced by the “AI Search” topic is missing or inactive in your instance. This can occur when: • The “Request Catalog Item” topic block was accidentally deleted. • The block was not included or imported during a platform update or migration. • The topic block exists but is in an inactive state. In contrast, Personal Developer Instances (PDIs) typically contain the full, unmodified Virtual Agent topic library by default, which is why the issue does not occur there. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Follow the steps below to restore or activate the missing topic block: Step 1: Re-import the “Request Catalog Item” Topic Block If the topic block is missing in your instance: 1. Log into a Personal Developer Instance (PDI) or another instance where the topic block exists. 2. Navigate to the topic block: • Go to Conversational Interfaces → Virtual Agent → Designer • Locate and open Request Catalog Item 3. Click the hamburger menu → Export > XML to export the topic block. 4. In your target instance (where the error occurs): • Navigate to System Definition → Import XML • Upload the exported XML file. • Click Upload to import the record. 5. Once imported, ensure the topic block is set to Active = True. Step 2: Review Dependencies Ensure that all related dependencies for the “Request Catalog Item” topic block exist and are active. Navigate to Virtual Agent Designer → Topic Dependencies to check related records. Reactivate or reimport any missing dependencies as needed. Step 3: Test the “AI Search” Topic After completing the above steps: 1. Return to Virtual Agent Designer. 2. Search for and open AI Search. 3. Click Test to verify that the error no longer appears and the conversation executes as expected.