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Description

In versions prior to Geneva, Chat generated an entry for Assignment Group on the chat_queue_entry table while using the Service Desk Chat. However, Chat no longer generates the Assignment Group entry.

Steps to Reproduce

 

  1. Install the following plugins:

    • Connect V1.0.0
    • Connect Support V1.0.0
    • Chat V1.3.0
  2. In a Chrome or IE browser window, go to the following link:

    <instance name>/nav_to.do?uri=/$chat_support.do%3FqueueID%3Dc54f0abf0a0a0b452db84664f409c79c

  3. In the Service Desk Chat, type something like "Need Help".

  4. On a different browser (Firefox), impersonate David Loo, a member of the Service Desk Chat.

  5. Click Accept to accept the Chat.

  6. On Chrome go to the following table:

    <instance name>/chat_queue_entry_list.do?sysparm_query=queue%3Dc54f0abf0a0a0b452db84664f409c79c%5E&sysparm_nostack=true

  7. Add the column Assignment group.

    Note that this field is not populated.

 

Workaround

Create a business rule on an insert to chat queue entry. For example:

chat_queue_entry BEFORE INSERT
current.assignment_group = current.queue.assignment_group


Related Problem: PRB707295

Seen In

Fuji Patch 10 Hot Fix 4
Geneva Patch 6

Intended Fix Version

Madrid

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This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

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Article Information

Last Updated:2018-08-21 17:56:04
Published:2017-07-20