Connect Chat : 500 (Internal Server Error)Description<!-- div.margin{ padding: 10px 40px 40px 30px; } table.tocTable{ border: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .6em; padding-bottom: .6em; padding-left: .9em; padding-right: .6em; } table.noteTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:2; } table.internaltable { white-space:nowrap; text-align:left; border-width: 1px; border-collapse: collapse; font-size:14px; width: 85%; } table.internaltable th { border-width: 1px; padding: 5px; border-style: solid; border-color: rgb(245, 245, 245); background-color: rgb(245, 245, 245); } table.internaltable td { border-width: 1px; padding: 5px; border-style: solid; border-color: #E0E0E0; color: #000000; } .title { color: #D1232B; font-weight:normal; font-size:28px; } h1{ color: #D1232B; font-weight:normal; font-size:21px; margin-bottom:-5px } h2{ color: #646464; font-weight:bold; font-size:18px; } h3{ color: #000000; font-weight:BOLD; font-size:16px; text-decoration:underline; } h4{ color: #646464; font-weight:BOLD; font-size:15px; text-decoration:; } h5{ color: #000000; font-weight:BOLD; font-size:13px; text-decoration:; } h6{ color: #000000; font-weight:BOLD; font-size:14px; text-decoration:; } ul{ list-style: disc outside none; margin-left: 0; } li { padding-left: 1em; } --> Symptoms Non-admin users are unable to initiate group chat from connect sidebar Steps to Reproduce Impersonate any non-admin user and initiate a chat with end user Issue: Message entered in the chat disappears Below error is seen in the console: Console error:api/now/connect/conversations:1 Failed to load resource: the server responded with a status of 500 (Internal Server Error) Network call: Request: {"group_name":"Test & Employee","recipients":["sys_user.sysid"],"message":"hello","reflected_field":"comments","context":"15420281100261466027819008690700"} Response:{"error":{"message":"java.lang.IllegalArgumentException: Unable to create new group","detail":"Unable to create new group Check logs for error trace or enable glide.rest.debug property to verify REST request processing"},"status":"failure"} Error in logs: java.lang.IllegalArgumentException: Unable to create new group: java.lang.RuntimeException: java.lang.IllegalArgumentException: Unable to create new group: com.glide.rest.handler.impl.ServiceHandlerImpl.handleInvocationTargetException(ServiceHandlerImpl.java:79)com.glide.rest.handler.impl.ServiceHandlerImpl.invokeService(ServiceHandlerImpl.java:50)com.glide.rest.processors.RESTAPIProcessor.process(RESTAPIProcessor.java:271)com.glide.processors.AProcessor.runProcessor(AProcessor.java:483)com.glide.processors.AProcessor.processTransaction(AProcessor.java:205)com.glide.processors.ProcessorRegistry.process0(ProcessorRegistry.java:178)com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:167)com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:31)com.glide.sys.Transaction.run(Transaction.java:2038)java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)java.lang.Thread.run(Thread.java:748) Cause The issue is seen when the roles are missing from the OOTB Create ACL on Live_group_profile ACL: sys_security_acl.do?sys_id=bba245f20a0006b80725cb8b8b6f0fe6 Resolution Compare the ACL sys_security_acl.do?sys_id=bba245f20a0006b80725cb8b8b6f0fe6 with OOTB version and make sure it is active with the roles "snc_internal", "public" and "sn_esm_user" in it