When clicking on "Live Chat" link from Customer and Employee views, the following error appears:
HTTP Status 500
The server encountered an internal error () that prevented it from fulfilling this request
The URL generated by CA Service Desk Manager (CA SDM) looks similar to:
However, it should include the queueID as follows:
CA Service Desk Manager 14.1
The default SA queue is set to a tenant which was different from the contact's tenant who is clicking on the Live Chat link. A queue for the tenant being used must be configured.
1. Log into CA Service Desk Manager as an Administrator (i.e. ServiceDesk)
2. Navigate to Administration -> Support Automation -> Queues -> Queues Listh9 7
3. Create New Queue and select the contact's tenant being used and queue hours
4. Ensure the Status is set to Active and configure the Issue Category and Incident/Request Area if necessary.
Manage Queue for Live Assistance: https://docops.ca.com/ca-service-management/14-1/en/using/support-automation/how-to-set-up-live-assistance-for-analysts#HowtoSetUpLiveAssistanceforAnalysts-ManageQueuesfortheLiveAssistanceEnvironment