Unable to interact with the Virtual Analyst Chatbot

Products

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

Issue/Introduction

When trying to chat with the Chatbot, the following errors appear in a red box:

There is already an active chat session for ticket TICKETID. Close the ...

There was a failure while closing the chat session

Environment

Service Point 17.4 RU4 and RU5

Service Desk Manager 17.4 4 and RU5

Cause

This is a defect with Service Point 17.4 RU4 and RU5.

Resolution

The solution will be included in 17.4 RU6 and 17.5GA.

ETA for 17.4 RU6: Q4 2026 (subject to change)

ETA for 17.5 GA: Q3 2026 (subject to change)

There is a fix available for 17.4 RU4. Please submit a ticket to get the fix.