Now Assist(AI) General Troubleshooting GuideSummary<!-- /*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 KB article provides the general troubleshooting steps for the following AI products, Now Assist in ITSM, HR, CSMNow Assist in Virtual AgentAI Agents Troubleshooting Guide for Now Assist for ITSM/HR/CSM: Verify whether the issue is consistently reproducible.Make sure Now Assist "plugins/app" are up-to-date. To update the Now Assist plugins/apps, always go to parent plugin/app, for example, "Now Assist for ITSM", updating this parent plugin, will update all the child dependent Now Assist plugin/app. For more details refer to KB2135629 - Now Assist Plugin Update Best Practices.If the issue is reproduced consistently, then check whether the issue is reproduced directly on Skill kit by invoking the same skill with the required inputs.If the issue doesn't occur on Skill kit, then the payload of the offending request, which was initiated outside of Skill kit, needs to be checked.Also, you can invoke the skill via background script with the payload,To find out the exact payload and syntax for script invocation, you can try " Custom Skill > Skill Setting > Deployment Setting > Create UI Action" Once you create a UI action, the system will give you a link to that UI Action, and you will find all the code in that UI Action script with the required payload, including Capability ID and Config ID.Please refer to the community post for more details.If the direct skill execution on the Skill kit or via background script still fails, then as a admin, check the sys_gen_ai_log_metadata.list for the specific created by, created, meta document fields, and review the /Error/Error code fieldsIf there is an Error code, review it, and if it is not helpful, then raise a Case with Support mentioning the "sys_gen_ai_log_metadata" record and its Error/Error Code. This will help the TSEs to go straight into the issue investigation quickly. Troubleshooting guide for Now Assist in VA: Try reproducing the issue via testing it on the particular affected assistant, either via going to the VA Designer and choose the assistant and then click on "Test Assistant" orgo to "Conversational Interface => Assistants => Choose the assistant => Review => click on Test your Assistant" The advantage of loading the NAVA in preview mode is that you get to see the complete logs in the logs tabCheck the below, Check whether AI search is enabled via "AI Search Admin=>AI Search Status."Properties have expected value, especially "sn_vad_genai.com.glide.cs.one_extend.auto_proxy_enabled" should be true to take the new java code based execution otherwise it will be using flow designer which will be slower."sn_ais_assist.dpr_ingestion_completed" property should be set to true for documents to return on the search results Make sure below plugin/app versions are upto date for your instance release/patch versions sn_ais_assistsn_ais_ragsn_nowassist_vasn_nowassist_adminsn_vad_genaisn_nava_configsn_generative_aisn_nowassist_gssn_skill_buildersn_ai_websearchsn_aiasn_kg Always make sure to update the parent plugin, for example, "Now Assist for ITSM", updating the parent plugin, will update all the child dependent plugin/app. For more details refer to KB2135629 - Now Assist Plugin Update Best Practices.Review the Configurations on Now Assistant Skills enabled, search sources as expected, the Genius result "Multi Content*" is configuredDisplay experience is set as expectedChat experience is set correctly (Enhanced for new experience, Standard for older experience) Check the sys_cs_conversation Pull the calling topic column on conversation task related list and sort it on descending order, review bottom up, it will reveal what's going on sequentially in the conversation Check the sys_cs_fdih_invocation Review the input to see the applicable skills, (you can match these skills in sys_gen_ai_skill table)Review the output to see the geniusResultsTemplate object (to see whether you have the required genius result data present)Check the timeout field Check the sys_gen_ai_log_metadata Review the Error code and Error message If there is an Error code, review it, and if it is not helpful, then raise a Case with Support mentioning the "sys_gen_ai_log_metadata" record and its Error/Error Code, also include the sys_cs_fdih_invocation record. This will help the TSEs to go straight into the issue investigation quickly. Troubleshooting Guide for AI Agents: Check whether the issue is reproduced consistently.Make sure the parent Now Assist plugin where the issue is occurring is up to date for that particular family release as per KB2135629 - Now Assist Plugin Update Best PracticesIf the issue is reproduced consistently, check whether the issue can be reproduced directly on the AI Agent Studio playgroundIf the issue is reproduced on the AI Agent studio, then check the execution plan, for already run AI agents, pick the sys_id of the sn_aia_execution_plan, and put it on url, https://<InstanceName>.service-now.com/now/agent-studio/playground/params/execution-plan/<sys_id>Then check the AI Agent decision log to see what the thought, reason, for each invocation of the tools and agentsIf you see anything not appropriate with the thought and reason, then check the corresponding sys_gen_ai_log_metadataIf the AI agent is a custom one, then try to tune the prompts for the AI agents/tools as per the best practice - KB2339651 - Best Practices for Creating AI Agent WorkflowsIf the sn_aia_execution_plan shows any failures/errors with the tools, focus on the failing tools.When you exhaust all above steps, you wanted help with the troubleshooting, please raise a Case with Support mentioning the "sys_gen_ai_log_metadata" record and its Error/Error Code, include the sys_cs_fdih_invocation record if any(for search), also include "sn_aia_execution_plan". This will help the TSEs to go straight into the issue investigation quickly.