• 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 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: 
java.lang.IllegalArgumentException: Unable to create group:
( com.glide.processors.AProcessor.runProcessor(
com.glide.processors.AProcessor.processTransaction( com.glide.processors.ProcessorRegistry.process0(
com.glide.processors.ProcessorRegistry.process( com.glide.ui.GlideServletTransaction.process( java.util.concurrent.ThreadPoolExecutor.runWorker(

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:, 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: , type:rest, method:POST, api_name:now/connect, resource:now/connect/support/queues/{queue_id}/sessions, version:Default, user_id:xxxxxxxxxxxxxxxx, response_status:500


London, Madrid 


  • 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.


  • 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

Article Information

Last Updated:2019-08-02 20:37:46