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Bug
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Resolution: Fixed
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High
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2
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Severity 3 - Minor
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Issue Summary
Portal-only customers are unable to interact with JSM Virtual agent and AI Answers.
After initiating a conversation with the AI in the JSM Portal the AI returns the message below, but never provide an answer:
”Still generating a response. Just a few more seconds..."
The Portal-only customers have the necessary access in the affected project and can view the KB articles in the JSM Portal. The issue does not occur if it’s an Atlassian account type of JSM customer.
Steps to Reproduce
- Have Virtual agent with AI Answers enabled
- Interact with the Virtual Agent in the JSM Portal using a Portal-only type of account
Expected Results
The Virtual agent will match an intent if one exist, or provide an answer to the customer.
Actual Results
The Virtual agent is unable to reply back and the spinning message ”Still generating a response. Just a few more seconds..." is the only message that appears.
Workaround
Currently there is no known workaround for this behavior. A workaround will be added here when available
[JSDCLOUD-15933] Virtual agent and AI Answers not working for Portal-only type of customers in the JSM Portal
