Connect Support Chat creating records on new_call table does display the record after saving or submitting. The chat conversation is not recorded within the record to the activity formatter either when navigating to and finding the record.

The browser console shows the error: "Failed to load resource: the server responded with a status of 500 (Internal Server Error)".


Steps to Reproduce


  1. Ensure that the following plugins are enabled:

    • Chat
    • Connect
    • Connect Support
    • Service Desk Call
  2. Navigate to Collaborate > Administration > Actions.

  3. Select the Connect Action available, for example, /

  4. Modify the script to choose the new_call table instead and rename the title to "Create New Call".

  5. Impersonate a Chat Support agent, for example, David Loo.

  6. On another browser impersonate an end user, for example, Aileen Mottern.

  7. As Aileen Mottern navigate to /$

  8. Open a new chat session.

  9. As David Loo accept the Service Desk Chat.

  10. Click the context menu icon and choose Create New Call.

  11. Fill in mandatory fields and then save the record.

    Note that the record is saved but the page returned is blank. Also, the conversation is not stored within the record.

    A browser console error states the following: "Failed to load resource: the server responded with a status of 500 (Internal Server Error)".




Contact ServiceNow Customer Support to add the necessary journal and work notes fields. This workaround must be performed by ServiceNow Customer Support because user-created fields have a "u" prefix added.

The new_call table needs comments and work notes journal fields added to the table definition (the same as the ones from the task table), which will fix both the lack of a message in the conversation and the conversation reflection piece, which copies comments and work notes to the new record, but which needs those fields to exist to populate.


Related Problem: PRB714486

Seen In

Helsinki Patch 2
Helsinki Patch 3
Helsinki Patch 4

Associated Community Threads

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Article Information

Last Updated:2018-09-17 03:21:37