This has been resolved
I included the script code and the HOW-To on my other post: https://community.servicenow.com/community?id=community_question&sys_id=3dc2d263dba384d4feb1a851ca96...
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I am currently setting up Agent chat for Agent Workspace in Madrid and there's a known bug that's been fixed in New York for it where a user will be stuck indefinitely in the chat queue if every agent times out and/or rejects the chat request. Once that happens, the user will be kept in the "Queued" state with no agents capable of accepting the chat request anymore.
I'm setting up a business rule that checks when the state is "Queued" and when the "State Changed On" (Date/Time) field is more than 30 seconds, however, it doesn't seem to be working well.
The current process of chat assignment is that when an agent times out and the chat transfers to another agent, the state of the work item goes from "Pending Accept" > "Queued" > "Pending Accept" so I NEED to check that the state is "Queued" for more than 30 seconds which means the user is stuck in an invisible queue.
My question is basically, how can I make it so that after the state changes to Queued, it would wait 30 seconds before doing anything, then check for "state changed on" and see if its been over 30 seconds that the state is "Queued" then perform the action. Basically I need the business rule to launch IF AND ONLY IF State = Queued for over 30 seconds based on the time on "State Changed On"
I tried using every condition for Date/Time to no avail, and even tried using gs.sleep() which just slowed down the queue transfer system because the state changes to "Queued" before every transfer.
Thank you.
