When customer logs into Service Point, they open the Aria and the Bot says "I can only help you with your tickets and currently you do not have any open".
Tickets for the same user are clearly open in Service Point that the Bot should see.
Release : 17.3 RU8
Component : SDM - Virtual Analyst
Incorrect configuration in application.conf
Default File Location:
In application.conf file, the search service Microservice URL was pointing at the incorrect URL.
Once the search service Microservice URL was corrected, xFlow was restarted.
The bot was then able to see the users tickets.