Service Point Chat Bot Error when a user asks chat bot to create ticket or interact with an analyst

Products

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

Issue/Introduction

When a user asks chat bot to create ticket and then select yes they get this message: 

Argh, I may be super human, but at times, I have my own limitations. I could not create your ticket, you might want to try again.

Environment

Release : 17.3

Component : XFLOW INTERFACE FOR SDM

Cause

Templates has not been configured

Resolution

Configure a template for creating a ticket using VA. The steps to configure a template for VA are as follows:


1. Go to SDM->Administration->xFlow Interface->Service Point-> Configurations.

2. Select Default Configuration (or any existing configuration) and go to Feature Configurations Tab.

3. Click Add Feature and search features by name.

4. Add templates for Create Incident and Create Request and set a value

Additional Information

See also KB Article 227796 for information on how to troubleshoot.