Customer Service chat Queue not accessible to users with role "snc_customerservice.customer"

Steps to Reproduce

  1. Login into any OOTB Madrid instance
  2. Install the plugins : Customer Service, Customer Service Management Demo Data
  3. Impersonate any Customer_contact who has roles "sn_customerservice_customer" which includes "snc_external" role but not "snc_internal"
        Example: amy.arquette
  4. Under Connect > Queues > Customer Service > Copy the chat support link of the "Customer Service"
  5. Impersonate the user " amy.arquette"
  6. Open the chat in the browser using the chat support link copied above


Issue: You will see the message: Could not find that queue

Network logs shows the following
GET 403 (Forbidden)
GET 403 (Forbidden)

Issue is not reproducible in London and Kingston


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: PRB1339853

Seen In

There is no data to report.

Intended Fix Version

New York

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:2019-06-18 11:50:59