VA chat download transcript in not working

[1234567789hrebn]

Hi Team ,

We enabled chat script download in VA but for some user we are getting errors please find below error message 

Error :: This user doesnt have access to this transcript ,

what would be the reason for it , do we need any specific roles to download chat transcript

[Victor Chen]

Hi Gurjit, that's an interesting use case we haven't heard of. That's not possible at this time. Please submit an Idea in Idea Portal. I'll also make a note of it and pass it to our team. 

[1234567789hrebn]

Hi Victor ,

We tested with some of non admin users who doesn't have virtual agent admin role it works fine for them , only some users it is not working as expected  , any inputs on it why for some people it is working even though they don't have virtual agent adimn role .

[Juan25]

Did you find a way around this?  We're noticing the same issue.

1. User initiates a chat via our Custom URL.
2. Chat ends and user is offered a transcript to download.
3. Clicking the link takes them to https://XXXX.service-now.com/download_agent_transcript.do?sysparm_sys_id=XXXXXXXX instead of our custom URL and the user receives the error: "This user does not have access to this transcript."

Changing the domain on the URL back to our custom URL (while keeping the same sys_id) results in the transcript downloading.  I'm surprised that it works on the Custom URL but not the standard ServiceNow URL.

[nmaneely]

Quick question, are you using a 'custom' URL for your instance? I can see from your pasted image, the user is trying to download the transcript from gsksand.service-now.com; is the the same URL the user is logging into?

The reason I ask is that we are experiencing the same issue / error message where the URL being generated to download the transcript is using our original *service-now.com instance name but we have changed our instance names to reflect our organisation name. If I amend the URL in the browser tab opened to download the transcript to our new instance name, the download works as expected.

[Juan25]

I posted this above but meant to reply to you, nmaneely!

Did you find a way around this?  We're noticing the same issue.

1. User initiates a chat via our Custom URL.
2. Chat ends and user is offered a transcript to download.
3. Clicking the link takes them to https://XXXX.service-now.com/download_agent_transcript.do?sysparm_sys_id=XXXXXXXX instead of our custom URL and the user receives the error: "This user does not have access to this transcript."

Changing the domain on the URL back to our custom URL (while keeping the same sys_id) results in the transcript downloading.  I'm surprised that it works on the Custom URL but not the standard ServiceNow URL.