Virtual Agent "No agents currently available"

[Miran Alam]

Hi all,

I'm trying to setup live agent in virtual agent. But still it's only showing "No agents currently available"

I never had any problem with this in previous release and this is the Paris release.

1. I have setup chat queues with schedule.
2. I have enabled live chat in --> chat setup

See my attachments. 

[Miran Alam]

Group has members and the ootb topics are untouched and active. As you can see here the Transfer live agent is still in draft even when I publish it.. But that shouldn't be the problem right? Because live agent topic is published

[Miran Alam]

This is the test and the logs when I'm previewing the topic from the Designer module

[Mark Roethof]

Hi there,

Did you check the System Logs? Is there for example something written in the System Logs like:

[Context] TopicId: 1fccb57b1b679010545d0d0ee54bcb0f [MessageServiceImpl] com.glide.cs.qlue.module.brb.connect_support.LiveAgentConnectException: Unable to connect to a live agent f4d701b1b3900300f7d1a13816a8dc8e. User does not have permission to add messages to this group: Error occurred when processing message: no thrown error

If so... Then the Number maintenance record might be missing. Just experienced that this morning, when activating Virtual Agent at a customer.
Also see:
https://hi.service-now.com/kb_view.do?sysparm_article=KB0696089

Fixed by adding Maintenance Number:

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Miran Alam]

Hi Mark, here is my logs... Does it makes sense or do you know this issue?

[Mark Roethof]

Can you have a look at the System Logs.

Though your image does show:

Did you verify that group?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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LinkedIn
Community article list