snc_external users are unable to initiate chat from the Service Portal - Support and Troubleshooting

snc_external users are unable to initiate chat from the Service Portal Issue  Symptoms When the snc_external user initiates the connect chat either from Service Portal or from the Native platform, getting the error message " Unable to complete your request: An unknown error occurred " as shown in this screenshot,

Looking into the /sessions REST API calls shows below error, error: {message: "java.lang.IllegalArgumentException: Unable to create group",…} detail: "Unable to create group Check logs for error trace or enable glide.rest.debug property to verify REST request processing" message: "java.lang.IllegalArgumentException: Unable to create group" On the session debug log, we see this stack, 12:44:22.113: java.lang.IllegalArgumentException: Unable to create group: com.glide.rest.util.RESTRuntimeException: java.lang.IllegalArgumentException: Unable to create group: com.glide.rest.handler.impl.ServiceHandlerImpl.handleInvocationTargetException (ServiceHandlerImpl.java:76) com.glide.rest.handler.impl.ServiceHandlerImpl.invokeService(ServiceHandlerImpl.java:49) com.glide.rest.processors.RESTAPIProcessor.process(RESTAPIProcessor.java:290) com.glide.processors.AProcessor.runProcessor(AProcessor.java:531) com.glide.processors.AProcessor.processTransaction(AProcessor.java:229) com.glide.processors.ProcessorRegistry.process0(ProcessorRegistry.java:188) com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:177) com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:31) com.glide.sys.Transaction.run(Transaction.java:2147) java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) java.lang.Thread.run(Thread.java:748)

12:44:22.113: #98005 [REST API] RESTAPIProcessor : Handling exception java.lang.IllegalArgumentException: Unable to create group

12:44:22.113: #98005 [REST API] RESTAPIProcessor : Unknown exception RESTRuntimeException:java.lang.IllegalArgumentException: Unable to create groupDetail: Unable to create group

12:44:22.113: *** End #98005 /api/now/connect/support/queues/yyyyyyyyyyyyyyy/sessions, user: user@domain.com, impersonated by: antony.xavier@snc, total time: 0:00:00.055, processing time: 0:00:00.055, SQL time: 0:00:00.006 (count: 17), business rule: 0:00:00.026 (count: 8), source: 199.91.137.61 , type:rest, method:POST, api_name:now/connect, resource:now/connect/support/queues/{queue_id}/sessions, version:Default, user_id:xxxxxxxxxxxxxxxx, response_status:500 Release London, Madrid

Cause This issue can happen due to the roles missing in the OOB provided create ACL on live_group_profile as documented in KB0717772 - Connect Chat : 500 (Internal Server Error) . Another possible cause is setting Out of the box (OOB) provided business rule (BR) "Feed Group Creator Becomes Admin" as inactive. Resolution Check the ACL and include the required roles as specified in KB0717772. And make sure OOB provided "Feed Group Creator Becomes Admin" BR is active. Additional Information snc_external role (Explicit Roles)

Connect chat