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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 the below 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 below 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)

log12:44:22.113: #98005 [REST API] RESTAPIProcessor : Handling exception java.lang.IllegalArgumentException: Unable to create group

log12:44:22.113: #98005 [REST API] RESTAPIProcessor : Unknown exception RESTRuntimeException:java.lang.IllegalArgumentException: Unable to create groupDetail: Unable to create group

log12:44:22.113: *** 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

Article Information

Last Updated:2019-07-09 03:18:14
Published:2019-07-09