How to troubleshoot Now Assist and AI Agents issuesSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Learn how to troubleshoot common issues across ServiceNow AI products, including Now Assist in ITSM, HR, and CSM, Now Assist in Virtual Agent, and AI Agents. This guide provides separate troubleshooting paths for each product. Each path moves from confirming the issue is reproducible, through checking configuration and logs, to gathering the specific records Support needs if you open a case. Before you begin, confirm you have admin access. Several steps require reviewing system tables and logs that need elevated permissions. Troubleshoot Now Assist for ITSM, HR, or CSM Verify whether the issue is consistently reproducible.Confirm the Now Assist plugins and apps are up to date. To update them, always go to the parent plugin or app. For example, updating the Now Assist for ITSM parent plugin updates all dependent child plugins and apps. See: How to update Now Assist plugins after a patch.If the issue reproduces consistently, check whether it also reproduces directly in Skill Kit by invoking the same skill with the required inputs. See: Now Assist Skill KitIf the issue does not occur in Skill Kit, check the payload of the offending request that was initiated outside of Skill Kit.To find the exact payload and syntax for script invocation, go to Custom Skill > Skill Setting > Deployment Setting > Create UI Action. After you create a UI action, the system provides a link to that UI action. The UI action script contains the required payload, including the Capability ID and Config ID. You can then invoke the skill through a background script using that payload.If direct skill execution in Skill Kit or through a background script still fails, sign in as an admin and check the sys_gen_ai_log_metadata list. Review the Created by, Created, and Meta document fields, and review the Error and Error code fields.If there is an error code, review it. If it is not helpful, open a Support case and include the sys_gen_ai_log_metadata record and its Error and Error code. This information helps the Technical Support Engineer (TSE) begin investigation quickly. Troubleshoot Now Assist in Virtual Agent Reproduce the issue by testing it on the affected assistant, using one of the following methods: Go to the Virtual Agent Designer, select the assistant, and select Test Assistant.Go to Conversational Interface > Assistants, select the assistant, select Review, and select Test your Assistant. Loading Now Assist in Virtual Agent in preview mode lets you see the complete logs in the Logs tab.Check the following configuration items: Confirm AI Search is enabled through AI Search Admin > AI Search Status.Confirm properties have the expected values. In particular, sn_vad_genai.com.glide.cs.one_extend.auto_proxy_enabled should be true so the instance uses the Java code-based execution. Otherwise it uses Flow Designer, which is slower.Confirm the sn_ais_assist.dpr_ingestion_completed property is set to true so documents return in the search results. Confirm the following plugins and apps are up to date for your instance release and patch version: sn_ais_assistsn_ais_ragsn_nowassist_vasn_nowassist_adminsn_vad_genaisn_nava_configsn_generative_aisn_nowassist_gssn_skill_buildersn_ai_websearchsn_aiasn_kg Always update the parent plugin. For example, updating the Now Assist for ITSM parent plugin updates all dependent child plugins and apps. See: How to update Now Assist plugins after a patch.Review the configuration on the Now Assist assistant: Confirm skills are enabled and search sources are as expected, and that the Genius result Multi Content is configured.Confirm the display experience is set as expected.Confirm the chat experience is set correctly. Use Enhanced for the new experience or Standard for the older experience. Check the sys_cs_conversation table. Pull the Calling topic column on the Conversation task related list and sort it in descending order. Review from the bottom up to reveal what happened sequentially in the conversation.Check the sys_cs_fdih_invocation table: Review the input to see the applicable skills. You can match these skills in the sys_gen_ai_skill table.Review the output to see the geniusResultsTemplate object and confirm the required Genius result data is present.Check the Timeout field. Check the sys_gen_ai_log_metadata table and review the Error code and Error message.If there is an error code, review it. If it is not helpful, open a Support case and include the sys_gen_ai_log_metadata record and its Error and Error code, along with the sys_cs_fdih_invocation record. This information helps the TSE begin investigation quickly. Troubleshoot AI Agents Check whether the issue reproduces consistently.Confirm the parent Now Assist plugin where the issue occurs is up to date for that family release. See: How to update Now Assist plugins after a patch.If the issue reproduces consistently, check whether it reproduces directly in the AI Agent Studio playground.If the issue reproduces in AI Agent Studio, check the execution plan. For AI agents that have already run, copy the sys_id of the sn_aia_execution_plan record and add it to this URL: https://<InstanceName>.service-now.com/now/agent-studio/playground/params/execution-plan/<sys_id>Check the AI Agent decision log to see the thought and reason for each invocation of the tools and agents.If anything in the thought and reason is not appropriate, check the corresponding sys_gen_ai_log_metadata record.If the AI agent is a custom one, tune the prompts for the AI agents and tools.If the sn_aia_execution_plan record shows any failures or errors with the tools, focus on the failing tools.If you complete all preceding steps and still need help, open a Support case and include the sys_gen_ai_log_metadata record and its Error and Error code. Include the sys_cs_fdih_invocation record if any (for search), and include the sn_aia_execution_plan record. This information helps the TSE begin investigation quickly. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Calling custom skills from scripts How to update Now Assist plugins after a patch