UI Page containing an iFrame that loads legacy chat no longer works - Known Error

UI Page containing an iFrame that loads legacy chat no longer works Description If you load legacy chat in an iFrame within an UI Page, the chat does not open.

Steps to Reproduce

Activate the legacy chat plugin if it is not already active.

For more information, see the product documentation topics Activate a plugin and Legacy: Chat .

Create a dynamic content block to initiate the legacy chat.

For more information, see the product documentation topic Link Syntax .

You can also import the attached content_block_programmatic_b25f5fe113da52003c0bbd322244b06e (1).xml file.

Make sure that the CHAT_QUEUE_SYS_ID and CHAT_QUEUE_SYS_NAME parameters match with the base system settings. By default, these values are c54f0abf0a0a0b452db84664f409c79c and Service Desk Chat.

Create a page in CMS to put/add this content block there.

You can name the URL suffix for this page "my_chat".

Create an UI Page to call this iframe:

You can also import the attached sys_ui_page_9cd3718edb1e5200b5f6d8a1cf9619a7 (1).xml file.

Note that the src of the iFrame is "ess/my_chat". "ess" is the CMS site and "my_chat" is the URL suffix of the CMS page.

Try this setup from the CMS directly: instancename.service-now.com/ess/my_chat.do

Click Start Chat .

The chat opens.

Try the following from the UI Page: >instancename<.service-now.com/testtest.do (where testtest is the UI page name).

Click Start Chat .

Note that the chat does not open.

Client side error: Uncaught TypeError: Cannot read property 'loadSettings' of undefined

Workaround This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.