Unable to open some of the Virtual Designer Topics Got error This topic version is not supported on this instance. Check with your ServiceNow Administrator for assistance. - Support and Troubleshooting

Unable to open some of the Virtual Designer Topics Got error This topic version is not supported on this instance. Check with your ServiceNow Administrator for assistance. Issue Problem We implemented some of the Virtual Agent Topics on the Yokohama version and later moved back to Xanadu version. However, some Virtual Agent Designer topics are not opening now.

Steps to reproduce

1. Connect to the instance 2. Go to 'Virtual Agent >> Designer' 3. Search for the topic created 4. Got error: This topic version is not supported on this instance. Check with your ServiceNow Administrator for assistance.

Release Generic

Cause Root Cause Virtual agent topics created in higher versions are not compatible with lower versions. Topics created in different versions cause an internal version validation error, preventing them from being opened in the lower version.

Resolution Steps to Resolve 1- Go to sys_cb_topic.list 2- Open the topic with issues 3- Add the Graph field (From Configure > Form Layout) 4- On the Graph field, search by "graph_api_version": "1.0.78", usually on line 2 5- Replace that version from "1.0.78" to "1.0.74" 6- Save the record 7- Go to Virtual agent designer and try to open the record

Note: For Xanadu version, the topics will have graph_api_version = "1.0.74". It could be different from different patch versions