Identify Ways to Improvse Service Troubleshoot Guide<!-- /*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: ; } } Table of Contents 1. Access Issue – Role Masking in Define Access 2. Run the Use Case, Not the Agent Directly 3. Utterance Issue – Record Type and Date Range 4. No Response – Adjust Date Range in Skill Config and Verify Record Type ------------------------------------------------------------------------------------ 1. Access Issue – Role Masking in Define Access Issue: The use case returns no results or is inaccessible because the required role is not assigned to the user or is missing from the Define Access tab on the Use Case and the AI Agent. Resolution: Open the "Identify ways to improve service" Use Case and the Survey Analysis AI Agent. Under the Define Access tab in both records, verify that the role sn_uxc_gen_ai.platform_ai_improve_services or itil is added. Role masking may prevent from granting access to table and running workflow. Once the role is assigned, re-run the use case. ------------------------------------------------------------------------------------ 2. Run the Use Case, Not the Agent Directly Issue: Triggering the Survey Analysis AI Agent directly will result in an error. The agent requires configuration values are only loaded when the use case is triggered through the proper entry point. Running the agent directly skips this configuration step, causing the analysis to fail. Resolution: Always trigger the use case by selecting "Identify ways to improve service" from AI Studio. Do not run the Survey Analysis AI Agent directly. ------------------------------------------------------------------------------------ 3. Utterance Issue – Record Type and Date Range Issue: The agent extracts the record type and date range from the user's utterance. If either is missing, the agent prompts the user to enter them manually. Providing an incorrect date range (e.g., start date after end date) or an unsupported record type will result in incomplete analysis or multiple prompting to user. Resolution: Always include the record type and date range in the utterance. When prompted manually, ensure: The start date is before the end date. The record type is one of the supported types (e.g., incident, case,change request) Example: Identify ways to improve service for incidents from last 6 months. ------------------------------------------------------------------------------------ 4. No Response – Adjust Date Range in Skill Config and Verify Record Type Issue: The agent runs but returns no results or returns: "No survey data found for the selected date range." This occurs when the configured analysis_timeframe does not cover the period where survey data exists, or when the specified record type has no survey responses in the assessment instance. Resolution: Navigate to Now Assist Skill Config > Identify ways to improve service. Update the Analysis Timeframe to cover the period when the surveys were submitted. Verify that survey or assessment responses exist in the instance for the record type used in the utterance (e.g., incident, change request). Only use record types that have data available in the assessment instance.