Connect Chat : 500 (Internal Server Error) - Support and Troubleshooting

Connect Chat : 500 (Internal Server Error) Issue  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