Troubleshooting
This section covers the situations a technician most commonly encounters when using MAIA Plus inside ServiceDesk Plus, and the recommended steps for each. In all four, retrying the same action without changing anything reproduces the same result.
1. The launcher is not there
Section titled “1. The launcher is not there”Meaning — the page script did not run, or it ran and its rule does not match this page.
Check — open the browser console on the ticket page and look for a maia_ cookie. No cookie means the bootstrap failed; a cookie but no launcher means the rule is attached to a different page type (request versus incident versus change).
Who fixes it — your ServiceDesk Plus administrator, in Developer Space → Page Scripts.
2. The panel opens and every message fails
Section titled “2. The panel opens and every message fails”Meaning — the token exchange succeeded but the call is rejected. Usually a portal mismatch: the SDP session is in one portal, the agent in another.
Check — the browser network tab: 401 is a token problem, 403 is a scope problem, 429 is a rate limit, a timeout is the reverse proxy.
Who fixes it — an administrator, using the run in Enterprise Audit → Requests as evidence.
3. Answers arrive without citations
Section titled “3. Answers arrive without citations”Meaning — retrieval returned nothing: the document is not indexed, the visibility excludes you, the knowledge space is too narrow, or the agent has no knowledge tool.
Check — ask a question you know is documented. If that also comes back uncited, it is retrieval, not the question.
Who fixes it — an administrator, starting from Knowledge indexing.
4. The action you approved did nothing
Section titled “4. The action you approved did nothing”Meaning — the write was approved but the tool failed, or the approval was for a different action than you expected.
Check — open the run in Enterprise Audit: an approved action appears in External Actions only if it executed. If it is missing, the tool failed after approval and the failure is in the step log.
Who fixes it — an administrator; and the ticket still needs the manual action in the meantime.
What to send
Section titled “What to send”When you escalate, include: the ticket id, the approximate time, which of the four failures it is, and what the panel or console showed. Never include tokens, cookies or full screenshots of customer data.
What not to do
Section titled “What not to do”- Do not retry the same failing message repeatedly; each attempt is a new run and new evidence to untangle.
- Do not sign in and out repeatedly to “reset” — the session is exchanged, not restored.
- Do not paste customer data into the conversation to see whether it helps.
Related topics
Section titled “Related topics”Access from ServiceDesk Plus · Reviewing results · Troubleshooting overview