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Description

Connect support chats are being created by "Guest" users.

Cause

Connect support page is a public page and non-authenticated users can create chat queue records in your instance. To verify the same, access the following link without logging into the instance(In an incognito window).
https://<instance-name>.service-now.com/$chat_support.do?queueID=CHAT_QUEUE_ID
So even if a user was logged out of the instance, they can still create chat records as guest users.

Resolution


To make sure the users are logged in when creating a chat record, you need to make sure $chat_support is not a public page. For that please set active False for the following record.
https://<instance-name>.service-now.com/sys_public_list.do?sysparm_query=active%3Dtrue%5Epage%3D%24chat_support&sysparm_view=

Article Information

Last Updated:2020-04-09 02:14:47
Published:2020-03-31