Connect Chat : 500 (Internal Server Error)Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } 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 Release Resolution