Omnichannel/Livechat E-Mail doesn´t work

[charlyrock]

Description:

If the agents of the Omnichannel are offline, it should actually be possible to send an e-mail. This no longer works since version 6.7.0. After entering the date, an empty window appears and corresponding error messages appear in the log file (see below)

Steps to reproduce:

1. Page where is the omnichannel/livechat window
2. All Agents offline
3. User give user information and klick send
4. white window
5. Log error messages occurs

Expected behavior:

Mail will be send at the support-mail-address

Actual behavior:

white Window and no e-mail will be send

Server Setup Information:

• Version of Rocket.Chat Server:
• Operating System: 6.9.0
• Deployment Method:
• Number of Running Instances: 1
• DB Replicaset Oplog:
• NodeJS Version: 14.21.3
• MongoDB Version: 5.0.26

Client Setup Information

• Desktop App or Browser Version: Google Chrome 124.0.6367.203 , Opera 109.0.5097.80
• Operating System: Windows 11

Additional context

The assignment to the agents and the corresponding departments does not work reliably either. The chats are often assigned to users without a department assignment, although these users may only be from a specific department.

Relevant logs:

In a continuous loop:

{"level":20,"time":"2024-06-11T08:07:37.120Z","pid":1672,"hostname":"rocketchat","name":"OmnichannelQueue","msg":"No more registered queues. Refreshing"} 
{"level":20,"time":"2024-06-11T08:07:37.122Z","pid":1672,"hostname":"rocketchat","name":"OmnichannelQueue","msg":"Executing queue Public with timeout of 5000"} 
{"level":20,"time":"2024-06-11T08:07:37.122Z","pid":1672,"hostname":"rocketchat","name":"OmnichannelQueue","msg":"Processing items for queue Public"} 
{"level":20,"time":"2024-06-11T08:07:37.123Z","pid":1672,"hostname":"rocketchat","name":"OmnichannelQueue","msg":"No more items for queue Public"} 

[reetp]

Can you please advise

Licence version CE/Starter/Pro/EE
Number of rocketchat users
Typical number of omnichannel users

Thanks

[charlyrock]

Can you please advise

Licence version CE/Starter/Pro/EE Number of rocketchat users Typical number of omnichannel users

Thanks

License Version Community Edition
Rocket Chat User: 1300
Omnichannel agents: 10, user 3-10 per week

Thank you

[reetp]

Ok thanks.

It may be there were more limits enforced on CE.

I'll ask for someone to look at this.

Please be patient - this isn't "paid" support