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Description

Chat transfer to other queue closes the conversation when end user is in a lower domain than the agent.

Steps to Reproduce

- Enable Chat Support and Domain Support-Deomain Extensions Installer plugins with demo data.
- Make sure that David Loo user is HR Support group and assignment group for HR Support chat queue(table:chat_queue) is HR Support.
- Go to sys_user table and add the Domain column on list and change the domain for David Loo to TOP/MSP
- Create a new user without role (End User) and after creation set the domain as TOP/MSP/Default
- Log into instances with End User and David Loo.
- From End User window open a chat conversation:
https://<instance_name>.service-now.com/$chat_support.do?queueID=aeb40252d7133100816403548e610363
- Type something and then click on send button.
- From David Loo window, click on the Accept in the Support chat window
- Transfer the chat to HR Support Tier 2 from chat action buttons.

Actual Beahvior: The chat conversation is closing in the End User side.
Expected Behavior: End user should see the message that the chat is transfered to the HR Support Tier 2 and user should be able to continue to chat.

Workaround

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Related Problem: PRB1344816

Seen In

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Fixed In

New York

Associated Community Threads

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Article Information

Last Updated:2019-05-29 02:59:37
Published:2019-05-29