Symptoms

• When the snc_external user initiates the connect chat either from Service Portal or from the Native platform, getting the error message "Unable to complete your request: An unknown error occurred" as shown in this screenshot,

 

• Looking into the /sessions REST API calls shows below error,

1. error: {message: "java.lang.IllegalArgumentException: Unable to create group",…}

   1. detail: "Unable to create group Check logs for error trace or enable glide.rest.debug property to verify REST request processing"

   2. message: "java.lang.IllegalArgumentException: Unable to create group"

• On the session debug log, we see this stack,

12:44:22.113: java.lang.IllegalArgumentException: Unable to create group: com.glide.rest.util.RESTRuntimeException: 
java.lang.IllegalArgumentException: Unable to create group: com.glide.rest.handler.impl.ServiceHandlerImpl.handleInvocationTargetException
(ServiceHandlerImpl.java:76) com.glide.rest.handler.impl.ServiceHandlerImpl.invokeService(ServiceHandlerImpl.java:49) 
com.glide.rest.processors.RESTAPIProcessor.process(RESTAPIProcessor.java:290) com.glide.processors.AProcessor.runProcessor(AProcessor.java:531) 
com.glide.processors.AProcessor.processTransaction(AProcessor.java:229) com.glide.processors.ProcessorRegistry.process0(ProcessorRegistry.java:188) 
com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:177) com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:31) 
com.glide.sys.Transaction.run(Transaction.java:2147) java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) 
java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) java.lang.Thread.run(Thread.java:748)

12:44:22.113: #98005 [REST API] RESTAPIProcessor : Handling exception java.lang.IllegalArgumentException: Unable to create group

12:44:22.113: #98005 [REST API] RESTAPIProcessor : Unknown exception RESTRuntimeException:java.lang.IllegalArgumentException: Unable to create groupDetail: Unable to create group

12:44:22.113: *** End #98005 /api/now/connect/support/queues/yyyyyyyyyyyyyyy/sessions, user: user@domain.com, impersonated by: antony.xavier@snc, total time: 0:00:00.055, processing time: 0:00:00.055, SQL time: 0:00:00.006 (count: 17), business rule: 0:00:00.026 (count: 8), source: 199.91.137.61 , type:rest, method:POST, api_name:now/connect, resource:now/connect/support/queues/{queue_id}/sessions, version:Default, user_id:xxxxxxxxxxxxxxxx, response_status:500

Release

London, Madrid 

Cause

• This issue can happen due to the roles missing in the OOB provided create ACL on live_group_profile as documented in KB0717772 - Connect Chat : 500 (Internal Server Error).
• Another possible cause is setting Out of the box (OOB) provided business rule (BR) "Feed Group Creator Becomes Admin" as inactive.

Resolution

• Check the ACL and include the required roles as specified in KB0717772.
• And make sure OOB provided "Feed Group Creator Becomes Admin" BR is active.

Additional Information

snc_external role (Explicit Roles)

Connect chat