Symptoms

When a Connect Support chat is Escalated to another queue, the origional chat_queue_entry is moved to a Closed Escalated state. However, this does not set the active field to false on that record.

Chats with the Closed Escalated state are still active.

Release 

Istanbul - London

Cause 

This is because in the backend code we run when escalating the chat, we disable business rules, so the Task Active State Management is not triggered and does not set active to false.

Resolution

This issue is Fixed in Madrid