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Known Issue: Live Agent Message Brokering Not Working After ServiceNow Zurich Upgrade

  • November 10, 2025
  • 3 replies
  • 43 views
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We’ve identified an issue affecting Live Agent Message Brokering functionality following the ServiceNow Zurich upgrade. 

Who does this impact? 

Customers using the ServiceNow Zurich release 

What is the issue? 

At this time, users can initiate chats and agents can respond, but user replies are not being received by agents. This issue currently impacts customers who have upgraded their ServiceNow instance to Zurich.

We’ve informed ServiceNow of this issue and are working closely with their team to identify the root cause and implement a fix. This issue has also been posted to our status page, where we’ll continue to share updates as they become available. Please check there for the latest information.

 

We’ll post another update once the issue is fully resolved. Thank you for your patience as we work with ServiceNow to resolve this issue.

      3 replies

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      • Jonathan
      • Known Participant
      • November 11, 2025

      Is there a way we can help push this? It’s a high priority for us as we go to upgrade to Zurich pretty quickly.

        R
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        • rajeev.saraf
        • Known Participant
        • November 18, 2025

        while performing regression test for Moveworks Chatbot, we found the tickets updates are not being sent to bot. is this somehow related . any idea about this.

        regards,

        Rajeev

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        • anaTyler
        • Author
        • Community Manager
        • November 21, 2025

        We have an update from Service Now that we wanted to share: 

        Service Now released an hot fix to solve this issue (ZP2 HF3) yesterday (Nov 20, 2025). If you were impacted by this update, Service Now is asking our customers to submit a request to get this hot fix update. Please follow the link below. 

         https://support.servicenow.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fsysparm_id%3De9c285831ba414101c8633f2cd4bcbfe

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