"error security settings prevent operation" when chatting in the Aria chatbot

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• ServiceDesk

Issue/Introduction

End user is trying to interact with the Aria VA chatbot with the objective to talk to a live Support Analyst.  In doing so, the end user is receiving a message

error security settings prevent operation contact system administrator

Environment

Service Desk Manager v17.3 and up
Virtual Analyst

Cause

The backend security for the chatbot user "System_Bot_User" was not configured correctly, and the status of "Open" was disabled for Incidents, through existing config and through customisations.

Resolution

Set the chatbot user "System_Bot_User" to use the Administrator access type and have it set to active.  After this the status of "Open" should be enabled for Incidents

Additional Information

When a user wants to have the chat function talk to a live analyst, two things happen

1.  Aria leverages the Chatbot user "System_Bot_User" to create an incident to record the chat activity
3.  The new incident is created with status of "Open".  

The xFlow user then sees the chat request (from a newly created Incident)

In a given scenario where the chatbot user "System_Bot_User" is rendered inactive, it will prevent the Aria chat to transfer to an analyst, with this message appearing in the collabMS.log:

ERROR - 20XX-XX-XX 13:22:48 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid ()
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Failed to authenticate user: AHD04043:The user name or password you entered is not correct. Please try again.

Other errors that pertain to attempting to create the above incident as part of the chat function will appear in the collabMS.log.  One may also view the incidentMS.log for further insight.

Note:  incidentMS.log and collabMS.log can be found in the SDM Server's xflow install directory

Further, if the chatbot user is modified in its permissions or active state, SDM xFlow services must be cycled to see the updated changes.