# Investigating - in App Virtual Agent is inaccessible.

- Provider: [ServiceNow Cloud Observability](https://down.guide/lightstep)
- Level: confirmed
- Impact: Degraded
- lasted 8h 22m
- started 2022-09-07 18:45 UTC
- id: DWN-f9d0dd62ca
- Official page: https://stspg.io/gptjvcvvpvxm

## Updates from ServiceNow Cloud Observability
### 2022-09-07 18:45 UTC: investigating
We are currently investigating the inability to access the Lighstep Incident Response Virtual and Live agents via the in-app Help icon.
While we investigate this issue the Lightstep Incident Support Team is still available through our intercom channel found on https://lightstep.com/incident-response/docs at the bottom right of the page.

### 2022-09-07 21:56 UTC: monitoring
Access to the Lightstep Incident Response Virtual and Live agents has been restored.

### 2022-09-08 03:07 UTC: monitoring
The issue has been resolved and the Virtual agent/Live agent should be accessible through the Help icon.

### 2022-09-08 03:07 UTC: resolved
Issue resolved.

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