Live Agent work Item is Getting Rejected with Reason "No Access" in Virtual Agent

[RahulY540869603]

Hi SN Community,

We have Virtual Agent configured on a single portal to support both HR and IT service requests. Live Agent handoff is also configured for both HR and IT topics. 

The challenge is with Live Agent routing when a user's conversation includes both HR and IT topics within the same interaction. If a user begins with an HR topic and then moves to an IT topic (Through "Anything Else") and then tries to connect with a live agent from the IT Topic (we have option configured to connect with  Live agent in topics for both IT & HR). The Live Agent work item for the IT request is automatically rejected with a 'No Access' reason. 

My investigation reveals this occurs because interaction records are scoped in the 'HRSD VA Conversation' scope if the conversation involves any HR topic at any point in the same interaction, and IT agents lack access to this HRSD scope. 

One possible solution considered is granting IT agents basic HR access to allow them to view interaction transcripts, but this might not always be feasible due to security and compliance reasons. 

Alternative solutions are sought to address this issue without granting IT agents HRSD access. Has anyone faced a similar scenario, or are there best practices or configurations within ServiceNow to successfully route these mixed-topic interactions to the appropriate Live Agent queue (either IT or HR based on the last topic or user selection), even if the interaction is scoped within HRSD? 

Any insights, suggestions, or potential solutions are appreciated.

Thanks in advance.

[GlideFather]

@RahulY540869603 
not sure, but cannot it be due to AWA / Queues and availability? Just a guess...