Symptoms

chat_queue_entry record shows created by an Agent and not the end user

Release

Any supported release

Cause

This happens when an initial chat entry created by end user is closed by agent as escalated. A new chat_queue_entry will then be created showing created by as agent.

Resolution

It is expected behavior when a chat is escalated 

A REST entry in syslog_transaction will be similar to below at the same when the new chat_queue_entry is created by Agent :

/api/now/connect/support/sessions/<sys_id of live_group_profile>/escalate/<sys_id of chat_queue>?api=api