vaSystem.connectToAgent() method is causing an error if no agents are avaliable in Workspace Chat queue - Support and Troubleshooting

vaSystem.connectToAgent() method is causing an error if no agents are avaliable in Workspace Chat queue Issue  Symptoms When trying to transfer a Virtual Agent topic to a chat queue (Agent Workspace Chat, not Connect Support), no message is shown and there is an error in the logs with a similar call stack to this one.

vaInputs.__silent_ScriptedAction_7a4e74622d394259a62af46a871840d0=true;null; Root cause of JavaScriptException: com.glide.cs.qlue.module.runtime.expression.TopicException : com.glide.cs.qlue.module.runtime.expression.TopicException: undefined: com.glide.cs.qlue.module.taco.ConversationServiceImpl.initiateConnectToAgent(ConversationServiceImpl.java:449) com.glide.cs.qlue.module.runtime.script.SystemScriptObject.jsFunction_connectToAgent(SystemScriptObject.java:109)

Release Madrid

Cause There are no agents avaliable in the queue.

Resolution To prevent this from happening you should first check that agents are available using the vaSystem.isLiveAgentAvailable() method.

Here is an example of how to do this from the Documentation.

if (vaSystem.isLiveAgentAvailable() ) { vaSystem.connectToAgent() }

Additional Information https://docs.servicenow.com/csh?topicname=transfer-to-live-agent.html&version=latest