When non-logged in users access the Virtual Agent (chatbot) in Service Portal it does not load for them.

They get stuck in the page that displays "Connecting" message.

Steps to Reproduce

1. Activate Glide Virtual Agent (com.glide.cs.chatbot) plugin
2. Without logging into the instance navigate to <instance-name>/$
3. Notice Virtual Agent loads and is working normally
4. Activate Explicit Roles (com.glide.explicit_roles) plugin
5. Without logging into the instance again navigate to <instance-name>/$
6. Notice Virtual Agent is stuck on loading while displaying the "Connecting" message


This issue is caused by non-logged in users failing the OOB ACL "GlideAMBProcessor" because public role is not added to it.

Resolution would be to navigate to System Security > Access Control (ACL) > Search for a record where Name = GlideAMBProcessor. On the Requires role embedded list add in the "public" role and save the record.

Related Problem: PRB1316881

Seen In

SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - SIG Assessment Legacy - Madrid 2019 Q1
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Associated Community Threads

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Article Information

Last Updated:2020-05-19 18:32:33