Overview

This guide explains how to attempt to fix your customizations using the AI Assistant, including what information you'll need and how the request is processed.

• Use this when custom components, endpoints, or custom pages aren't working after deployment
• Common issues include 404 errors on custom pages or customizations not appearing on the community
• This refreshes the application and reloads plugins to properly apply all customizations

Pre-requisites

📌 You must raise a ticket through the AI Assistant, and not through email

💡 The AI Assistant is doing some behind the curtains work to obtain mandatory instance metadata in order to allow our automation to fulfill the task. This metadata will be automatically included in the ticket created by the AI Assistant.

Solution

Follow these steps to request a a customization fix:

Step 1: Launch the AI Assistant

• Login to the helpcenter using your business email address
• How to Make the Best Use of the Khoros AI Support Agent

Step 2: Choose the “🛠️ Refresh/fix Customizations” Action

• Select from the provided options the "🛠️ Refresh/fix Customizations" button
  

Step 3: Provide or Confirm Your Instance URL

• The Assistant will ask for the URL of the instance you want restarted. If you’ve used the Assistant before, it may already know the URL and only request confirmation.

Step 4: Automated Instance Validation

• With the URL, the system will query backend data to determine details about the instance (like designated maintenance window and environment type: production, pre-production, staging).

Step 5: Approve Timing

• You’ll be shown the instance type (prod, pre-prod, stage) and asked how soon the customization fix should happen:

  • Production / Pre‑Prod: By default, these occur during designated Khoros Maintenance Windows. You can optionally override this and request an immediate customization fix.

  • Staging / Non‑Prod: These will be handled outside maintenance windows by default.

📌 You cannot choose another maintenance window outside the one assigned to your instance.

Step 6: Ticket Created for Tracking

• Once timing is confirmed, the AI Assistant will ask for a couple more details, and then it will create a support ticket on your behalf. You’ll receive a ticket ID, where you will receive further updates.

• The automated scheduling engine will manage the restart and update you via the ticket.

Summary

When encountering customization issues, you can now ask the AI Assistant to fix them for your instance. The process involves selecting the relevant action, confirming your instance URL, approving timing (immediate or during maintenance windows), and then tracking progress via an auto‑generated support ticket.

FAQ

Q1: How long does it take for the fix to be completed?
A1: Instance type and size influence the timings, but typically anywhere between 20 minutes and 1 hour.

Q2: Can I fix multiple instances at once using the AI Assistant?
A2: No, you need to request each fix separately by interacting with the AI Assistant multiple times.

Q3: What happens if I provide an incorrect instance URL?
A3: The assistant will notify you if it cannot find the instance and you can provide another one. If the URL  is indeed correct, but the AI Assistant cannot find your instance details, you will be guided through ticket creation for human assistance.

Q4: Will there be any downtime?
A4: The fixes initiated in this manner are similar to rolling restarts, which means that each node in the cluster will be fixed one by one, thus there will be no downtime.