Performance Issue When Escalating a Conversation

[Mariano Tallarico _Appricity_]

Hello, Community. I would like to ask for your help regarding an incident I am currently experiencing.

I have configured the Virtual Agent, which, as a result of the flow in its intent, can either resolve the query or escalate it so the user can create a ticket.

Recently, users have been reporting that when trying to escalate to create a ticket, the Virtual Agent gets stuck processing without providing any response (showing this sequence of messages).

1) Searching...

2) Generating a response...

3) Still generating a response. Just a few more seconds...

What’s curious is that the Virtual Agent (with its current configuration) was working fine until now. Has anyone experienced something similar or can suggest any workaround or point of investigation?

Best regards.

[Mariano Tallarico _Appricity_ · Accepted solution]

Incident Update

Greetings Community, I would like to inform you that we have detected the error and have filed a bug to fix it -> JSDCLOUD-15933

The problem was that the Virtual Agent was not working for Portal-only Customer, but it was working for internal users of the instance.

Hopefully the solution will be released soon.

The good news is that the bug is already being handled by Atlassian Support. These guys never cease to amaze me.

Regards,
Mariano

[KaszinoRadar]

Thank you, that was very helpful!