Active chat window displays empty after live agent accepting the chat in Agent Workspace


Description

In Agent work space, Post agent accepts the chat the active chat window is not showing previous chat and even though when end user sends any chat to the agent, the chat windows still remains empty.

Release or Environment

Paris

Cause

The issue is happening due to ACL's are not passed for the live_profile table.

ACL: https://<instance-name>.service-now.com/sys_security_acl.do?sys_id=af88997f0bab0300c9c86c9037673a59

Resolution

Make sure all required roles are present for the agent by doing debug security rules and find out which ACL is not passed.

On adding the role "sn_esm_user" to the agent. The Previous chat history got displayed in active chat window and also the chat is getting displayed when end user sends any chat to the agent.