Connect Sound notification for user entering a support queue is not working in Madrid

Steps to Reproduce

On OOB Madrid, install plugin Connect Support with Demo data

As main user:

  1. Nav to: sys_properties.list, search name =
  2. Change the value = true, Save the record
  3. Navigate to Chat queue, Connect > queue: OOB link /$
  4.  Open the same instance in other browser or new incongnito window and impersonating as a agent, for example: David Loo
    5. Make sure the Connect audio notification is setup from system gear icon

    On maint user's connect queue window, type something for set Chat

    No sound notification on agent side when the Chat is opened.


This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

Related Problem: PRB1332090

Seen In

SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3

Intended Fix Version

New York

Fixed In

Madrid Patch 4

Safe Harbor Statement

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

There is no data to report.

Article Information

Last Updated:2019-08-14 01:37:07