If the user is not in global domain, and tries to access a chat setup which is in another domain, a new chat setup is created for the domain to which the user belongs. - Known Error

If the user is not in global domain, and tries to access a chat setup which is in another domain, a new chat setup is created for the domain to which the user belongs. Description Build information: Quebec

Issue Description: If the user is not in global domain, and tries to access a chat setup that is in another domain, a new chat setup is created for the domain to which the user belongs. The user just has to open the record. No need to update or save it.

Steps to Reproduce

> Install domain sep. plugin on the instance. > live agent chat should be enabled. > advanced work assignment to be installed.

1. switch to global domain as an admin user. 2. create a chat setup record in global domain 3. change the session to another domain 4. navigate to sys_cs_live_agent_setup.list 5. open the chat setup from global domain 6. a new chat setup is created and you see a message - A new 'Chat Setup' has been inserted to override 'Chat Setup' for domain 'xxxxx'

Expected behavior: a new chat setup should not be created for a specific domain if we simply view the chat setup present in the global domain

Actual behavior: once the global domain chat setup is viewed, there will be 2 chat setups present in the instance. one for global domain and another for the domain to which the user belongs.

Workaround The newly created chat set up can be deleted only by the maint user. Kindly contact the "ServiceNow Technical Support", we can delete the new chat set up created on other domain as a workaround.

This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this article to be notified when more information becomes available.