-
Bug
-
Resolution: Fixed
-
High
-
3
-
Severity 2 - Major
-
-
-
Warranty
Issue Summary
Virtual agent in JSM portal doesn't work correctly and do not fill the Text Fields when the ticket gets created.
The Virtual agent BOT keeps asking questions as per the intent within the portal and on filling the information the same don't reflect on the text fields once the ticket gets created.
Steps to Reproduce
- Enable virtual agent on portal
- Configure an Intent with an 'Ask information' step that has a Select list custom field in the 'Field' section
- Interact with the Virtual agent in the Portal as per the intent.
- The ticket finally gets created. However the values of the fields do not show up in the fields of the ticket.
Actual Results
The fields within the ticket holds no information and shows None.
Expected Results
The fields should have the information collected while interacting with the Virtual agent.
Workaround
Currently there is no known workaround for this behavior. A workaround will be added here when available.
[JSDCLOUD-15603] Virtual agent in JSM portal doesn't work correctly and do not fill the Text Fields when ticket gets created
6e444229a92c / f1794db39e93 - See recording of issue in this Loom video from Stryker Team
https://www.loom.com/share/0e603891f3584db699255ec543b36d44?sid=a51d3aa0-11c3-4e08-a12a-21ff099fb5bb
This is still not working as expected, although it seems some marginal improvements were made. Please let me know if we can get on a short call to reproduce and show you the exact issue so it can be looked into.
6e444229a92c
Spencer has Confirmed via Email that this is still not functioning properly for them. We need to work towards resolution.
Are you saying a support ticket needs to be logged by the customer?
Can this ticket be "converted" to a support issue by Atlassian? (Or perhaps a ticket can be created on behalf of the customer by you/your team?)
f1794db39e93 - did you create "a separate DOS" (please advise on what a DOS is )
we are still unable to reproduce this issue in our internal systems for Atlassian Assist with the given steps to reproduce. For anyone still facing this, we would like to look at your issue on a case-to-case basis on priority so requesting you create support tickets so the dev team has enough tools to further debug this issue. Sorry for the inconvenience caused and hoping for a quick resolution.
Hi, ffb0e38a64c0 c9057b7e554f wanted to check if you are facing this issue ?
ffb0e38a64c0 c9057b7e554f could you provide more detail. are you still facing this issue ? could you please share what type of field you are trying to add ?. This could help us to investigate further.
Thank you.
Thank you for bringing this issue to our attention. We’ve identified the cause of the problem and have now resolved it.
I sincerely apologise for the delay in addressing this matter and appreciate your patience and understanding during this time.
Could you please check the updated feature on your end and let us know if the issue persists?
As no workaround is available for fields failing to prefill - this makes the tool ineffective. Please provide an update when this will be corrected. Thank you.
This is still not working as expected. Please provide an update.
We agree with Simone in the priority of this issue. This is affecting our users ability to use the Virtual Service Agent.
Can we please change the status out of closed/resolved