Users are unable to initiate chat conversation - throwing error "User does not have permission to add messages to this group" - Support and Troubleshooting

Users are unable to initiate chat conversation - throwing error "User does not have permission to add messages to this group" Issue

Description Even after configuring the chat queue, end users are not able to initiate a chat conversation with the agent

Release Kingston release (Intermittent issue - may not be applicable for all Kingston instance)

Environment Affected instance must have Connect and Connect Support plugins enabled

Symptom 1) Login to Kingston instance

2) Impersonate an end user

3) Try to initiate a chat conversation (using CMS or Service Portal) - End user will get an error stating "User does not have permission to add messages to this group"

4) Enabled developer tools and look into the network tab - Session will not be established. It will throw an error, code 403 (forbidden) with the error message {"result":"User does not have permission to add messages to this group","session":{"notifications":[{"text":"Unique Key violation detected by database (Duplicate entry &#39;TASK00000XX&#39; for key &#39;task_U1&#39;)","type":"error"}]}}

Cause Once " Social IT Infrastructure " plugin is activeted, it automatically creates an entry in number maintenance table for "chat queue entry" table.

In case this record is not created(might be skipped due to some reason), system uses Task table number by default to create the chat queue entry which leads to the following error.

INSERT INTO task (short_description, made_sla , upon_reject , sys_updated_on , sys_class_name , u_ci_not_found , number , sys_id , contact_type , sys_updated_by , opened_by , urgency , sys_created_on , sys_domain , a_str_5 , state , reassignment_count , sys_created_by , a_ref_3 , knowledge , approval , impact , sys_mod_count , active , priority , opened_at , escalation , upon_approval , approval_set , a_ref_2 ) ('hi', 1, 'cancel', '2018-08-01 12:24:34', ' chat_queue_entry ', 0 , ' TASK00000XX ' , 'ecb4ee570f67d3406adf3e7ce1050e99', 'phone', ' ', ' ', 3, '2018-08-01 12:24:34', 'global', 'waiting', 1, 0, ' ', 'acb4ee570f67d3406adf3e7ce1050e98', 0, 'not requested', 3, 0, 1, 3, '2018-08-01 12:24:34', 0, 'proceed', NULL, '91e4bcbc0f2f53402caef55be1050e46') /* , gs:5DA996DB0F27D3406ADF3E7CE1050E15, tx:e0b46e970f67d3406adf3e7ce1050e24 / Unique Key violation detected by database (Duplicate entry 'TASK00000XX' for key 'task_U1'

Resolution Create a record in number maintenance table for Chat Queue Entry table. Please refer <a style="box-sizing: border-box; padding: 0px; cursor: pointer; color: #278efc; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; font-family: SourceSansPro, 'Helvetica Neue', Helvetica, Arial, sans-serif; font-size: 12px;" title="Record Numbering" href="https://docs.servicenow.com/csh?topicname=c_ManagingRecordNumbering.html&version=latest" target="_blank" rel="noopener noreferrer nofollow">Record Numbering for further details

when everything works as expected, in developer tools, under network tab, session will be established with status code 201(created) with the message

{"result":{"sys_id":"aff5e3eadb84a700e0a95414dc96198c","number":" CHAT001000X ","short_description":"hi","transfer_change":false,"opened_by":" ","state":1,"sys_updated_on":"2018-08-23 22:45:48","position":1,"queue":"e705af2adb84a700e0a95414dc9619ab","average_wait_time":"30 Seconds","group":"e7f5e3eadb84a700e0a95414dc96198a"},"session":{"notifications":[]}}

The SQL query will be as follows:

INSERT INTO task (`short_description`,`made_sla`,`upon_reject`,`sys_updated_on`,`sys_class_name`,`number`,`sys_id`,`sys_updated_by`,`opened_by`,`urgency`,`sys_created_on`,`sys_domain`,`a_str_5`,`state`,`reassignment_count`,`sys_created_by`,`a_ref_3`,`knowledge`,`approval`,`impact`,`sys_mod_count`,`active`,`priority`,`sys_domain_path`,`opened_at`,`escalation`,`upon_approval`,`approval_set`,`a_ref_1`) VALUES('hi',1,'cancel','2018-08-24 05:47:17','c hat_queue_entry ',' CHAT001000X ','4d56e72edb84a700e0a95414dc9619b9',' ',' ',3,'2018-08-24 05:47:17','global','waiting',1,0,' ','4156a72edb84a700e0a95414dc961950',0,'not requested',3,0,1,4,'/','2018-08-24 05:47:17',0,'proceed',NULL,'e705af2adb84a700e0a95414dc9619ab')

Additional Information There can be multiple reason for a chat queue to not work as expected. It is one of those but may not be applicable for every case.

For those issues, Please check for other knowledge article on Chat issues or contact customer support.