Connect Chat transfer to other other queue closes the conversation - Known Error

Connect Chat transfer to other other queue closes the conversation Description Build information: Orlando Patch 4 / NewYork Patch 9a

Issue Description: Chat transfer to other queues closes the conversation when end-user is in a lower domain than the agent.

Steps to Reproduce

You can use the OOB NewYork / Orlando Instance to reproduce the issue.

1. Enable Chat Support and Domain Support-Domain Extensions Installer plugins with demo data. 2. Make sure that David Loo user is an HR Support group and assignment group for the HR Department chat queue(table:chat_queue) is HR. 3. Go to sys_user table and add the Domain column on the list and change the domain for David Loo to TOP/MSP 4. Create a new user without role (End User) and after creation set the domain as TOP/MSP/MSP Technicians (Optional) 5. Log into instances with End User and David Loo. 6. From End-User window open a chat conversation: https:// .service-now.com/$chat_support.do?queueID=fde232209f22120047a2d126c42e70ab 7. Type something and then click on the send button. 8. From the David Loo window, click on the Accept in the Support chat window 9. Transfer the chat to HR Support Tier 2 from chat action buttons.

Actual Behavior: The chat conversation is closing in the End User side. Expected Behavior: End-user should see the message that the chat is transferred to the HR Support Tier 2 and the user should be able to continue to chat.

Workaround This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

We have a workaround available for this issue, You can import the attached XML file to fix this issue.