Cause:

These errors occur when the IBM Watson Assistant Skill is not configured correctly.

Workaround:

Perform the following steps to provide the correct IBM Watson Assistant Skill ID:

1. Log in to BMC Helix Innovation Studio.
2. From the Workspace tab, select the application for which you created a chatbot.
3. From the Chatbots tab, select the chatbot.
4. In the Chatbot Skills tab, in the Workspace ID field, enter the correct ID of the IBM Watson Assistant.
   Example: fafdb55f-ceaf-4577-b5a7-05d61e494b41
5. Save the settings.

Service actions are not imported toBMC Helix Virtual Agent.

1. Check if you can view the service actions in

   BMC Helix Digital Workplace Advanced

   .

2. If yes, check if you have imported the service actions to

   BMC Helix Virtual Agent

   .

Ensure that you have mapped services with asset groups in BMC Helix Digital Workplace Advanced.

After responding to questions asked by BMC Helix Virtual Agent, the service request is not created in the BMC Helix Digital Workplace Advanced client application. Additionally, the following message is displayed:

• Error with BMC Helix Single Sign-On OAuth authentication.
• Mapping of catalog services.

1. Ensure that you have added the Remedy SSO OAuth authentication correctly. 
2. Ensure that you have mapped catalog services with BMC Helix Virtual Agent correctly.

The BMC Helix Virtual Agent user, who was requesting a specific service at the end of a conversation, experienced the Chatbot responding with 'There is something went wrong. Please reach out to Administrator.'

BMC Helix Digital Workplace Advanced is not working correctly

Attempt to submit the same request directly from the Digital Workplace UI. If this does not work, then the problem is not with BMC Helix Virtual Agent.

BMC Helix Virtual Agent cannot connect to BMC Helix Digital Workplace Advanced

BMC Helix Digital Workplace Advanced Chat Action / service mapping problems

BMC Helix Virtual Agent responds with the unexpected responses or uses incorrect dialog flow during a conversation.

In IBM Watson Assistant, train the utterance using the Try out method to test and train for correct intent of utterances. Learn how to use the Try out method at Testing your intents in the IBM documentation.

The IBM Watson Assistant service credential is incorrect. This generally will only happen if someone resets the credentials for a service in IBM Watson.

Validate the IBM Watson Assistant service credentials.

Perform the following steps:

1. Check whether IBM Watson itself is not experiencing an outage.
2. Request BMC SaaS Operations to check the network connectivity between BMC Helix Virtual Agent and IBM Cloud.

The IBM Watson Assistant Skill ID is missing.

The IBM Watson Assistant Skill ID is incorrect.  This can happen when BMC Helix Virtual Agent was deployed when the IBM Watson Assistantservice credential was missing or incorrect.

Perform the following steps:

1. Validate the IBM Watson Conversation Skill ID.
2. If necessary, request that the conversation JSON file be manually imported using the IBM cloud tool, and the IBM Watson Assistant SkillID is captured and set correctly by using BMC Helix Innovation Studio.

The IBM Watson Assistant Skill ID is badly formed.

Perform the following steps:

1. Check whether IBM Watson itself is not experiencing an outage.
2. Ask BMC SaaS Operations to check the network connectivity between BMC Helix Virtual Agent and IBM Cloud.

On searching for information from a chatbot conversation, BMC Helix Virtual Agent returned unrelated information or no result.

Issue with BMC Helix Digital Workplace Advanced.

Try to perform the same search in the BMC Helix Digital Workplace Advancedenvironment directly. If it is a problem in BMC Helix Digital Workplace Advanced, continue troubleshooting with the BMC Helix Digital Workplace Advanced troubleshooting guide.

Check that the user configured for BMC Helix Digital Workplace Advanced access does not have enough permissions.

IBM Watson Assistant corrupts dailog slot context value when the user updates the skills manually.

Perform the following steps:

1. To verify that the search value is corrupted:
   1. Login to IBM Watson AssistantSkill .
   2. Navigate to the Dialog tab > select Search dialog node.
   3. Select Conditional Customize slot whose condition is ' $userQuestion == null || $userQuestion == "" '.
   4. To open the JSON editor, select  on upper right corner and click Open JSON editor.

   5. Ensure that the value is as follows:

      {
      "context": {
      "userQuestion": "<? input.text ?>"
      }
      }

      If value is not as mentioned above then mostly the slot context is corrupted.

2. Reset the Slot context value as follows:

       {
    "context": {
    "userQuestion": "<?input.text?>"
     }
     }
   
   

For more information, see Gathering information with slots in IBM documentation.

Perform the following steps:

 Ask the BMC Cloud Administrators to review the conversation dialog defined in the IBM Watson Assistant service.

If the error occurs in an out-of-the-box conversation, report the issue.

While attempting to submit a new request to BMC Helix Digital Workplace Advanced, the service id did not refer to a valid type of request.This could be a service catalog configuration mapping issue.

While fetching information about a service request, there were errors returned by BMC Helix Digital Workplace Advanced.

Failed to fetch list of service requests from BMC Helix Digital Workplace Advanced. This could be authorization problem.

Errors retrieving request status, or details, from BMC Helix Digital Workplace Advanced. Check log context for additional information.

Submitting the order in BMC Helix Digital Workplace Advanced failed. Follow steps in Troubleshooting-Service-Request-Chat-Actions.

Fetching the specified order from BMC Helix Digital Workplace Advanced failed.

Could not obtain a list of available service requests from BMC Helix Digital Workplace Advanced. Check log context for additional information.

May be presented as HTTP Error 500. Could be a configuration problem with BMC Helix Digital Workplace Advanced for the Knowledge Management configuration.

Could be a configuration problem with BMC Helix Digital Workplace Advanced for the Remedy Knowledge Management configuration.

Could be a configuration problem with BMC Helix Digital Workplace Advanced for the Remedy Knowledge Management configuration.

This message appears if you try to register a self-signed site. By default, only ca-certified sites are allowed for registration with BMC Helix Digital Workplace Advanced, BMC Helix Digital Workplace Catalog, and Skype for Business. To register a self-signed site, update the tenant configuration Trust-Insecure-Connection with the value T and re-register.