8. Hitting enter after typing the message does not cause anything to happen - The message does not appear in the chat log of the sender (analyst-001) nor of the intended receivers (ServiceDesk and analyst-002).
The situation has been reported as product defect DE52370.
Release : 220.127.116.11 (reproduced here)
Component : SERVICE DESK MANAGER
DE52370 is to be fixed according the Defect Resolution Process under Severity S3.
For 17.2, the resolution, as determined by the product engineering team, is (to be) included in 17.2 RU6.
For ticket-contextual live chat collaboration between the analyst assigned to an incident and a non-analyst affected end user, the analyst would use xFlow and the non-analyst would use Service Point. That chat communication appears to work well - on 18.104.22.168, validation tests are successful.