Urgent Fastpath Errors: 'Agent Never Joined'

Openfire Openfire Support
1

Hi,

I am having an issue where by when a Fastpath chat request comes through from the internet, our staff are accepting the chat, however the people accessing via the website get an error saying they were unable to be connected to the agent, and in the chat history it says the agent never joined.

From Spark the chat session appears to start up correctly, we can type & it gets logged in the chat history etc…

There is the following in the error.log file:

2008.11.02 21:28:37 [org.jivesoftware.wildfire.component.InternalComponentManager$1.error(InternalC omponentManager.java:232)
]
java.lang.NullPointerException
at com.jivesoftware.liveassistant.events.EmailTranscriptEvent$EmailWorkgroupEventL istener.chatSupportFinished(EmailTranscriptEvent.java:82)
at com.jivesoftware.xmpp.workgroup.event.WorkgroupEventDispatcher.chatSupportFinis hed(WorkgroupEventDispatcher.java:201)
at com.jivesoftware.xmpp.workgroup.Workgroup.roomActivity(Workgroup.java:698)
at com.jivesoftware.xmpp.workgroup.Workgroup.process(Workgroup.java:433)
at com.jivesoftware.xmpp.workgroup.WorkgroupManager.processPacket(WorkgroupManager .java:663)
at org.jivesoftware.wildfire.component.InternalComponentManager$RoutableComponent. process(InternalComponentManager.java:439)
at org.jivesoftware.wildfire.PresenceRouter.handle(PresenceRouter.java:108)
at org.jivesoftware.wildfire.PresenceRouter.route(PresenceRouter.java:61)
at org.jivesoftware.wildfire.spi.PacketRouterImpl.route(PacketRouterImpl.java:75)
at org.jivesoftware.wildfire.spi.PacketRouterImpl.route(PacketRouterImpl.java:56)
at org.jivesoftware.wildfire.muc.spi.MUCRoleImpl.send(MUCRoleImpl.java:244)
at org.jivesoftware.wildfire.muc.spi.MUCRoomImpl.broadcastPresence(MUCRoomImpl.jav a:834)
at org.jivesoftware.wildfire.muc.spi.MUCRoomImpl.leaveRoom(MUCRoomImpl.java:643)
at org.jivesoftware.wildfire.muc.spi.MUCUserImpl.process(MUCUserImpl.java:480)
at org.jivesoftware.wildfire.muc.spi.MUCUserImpl.process(MUCUserImpl.java:133)
at org.jivesoftware.wildfire.muc.spi.MultiUserChatServerImpl.processPacket(MultiUs erChatServerImpl.java:235)
at org.jivesoftware.wildfire.muc.spi.MultiUserChatServerImpl.process(MultiUserChat ServerImpl.java:216)
at org.jivesoftware.wildfire.PresenceRouter.handle(PresenceRouter.java:108)
at org.jivesoftware.wildfire.PresenceRouter.route(PresenceRouter.java:61)
at org.jivesoftware.wildfire.spi.PacketRouterImpl.route(PacketRouterImpl.java:75)
at org.jivesoftware.wildfire.net.SocketReader.processPresence(SocketReader.java:29 9)
at org.jivesoftware.wildfire.net.ClientSocketReader.processPresence(ClientSocketRe ader.java:57)
at org.jivesoftware.wildfire.net.SocketReader.process(SocketReader.java:193)
at org.jivesoftware.wildfire.net.BlockingReadingMode.readStream(BlockingReadingMod e.java:156)
at org.jivesoftware.wildfire.net.BlockingReadingMode.run(BlockingReadingMode.java: 62)
at org.jivesoftware.wildfire.net.SocketReader.run(SocketReader.java:123)
at java.lang.Thread.run(Unknown Source)

This is running on Wildfire Enterprise 3.1.1

We are in the process of replacing with Openfire 3.6.0 but its not going to happen for a few weeks & this is a critical service for us.

Please help!

Thanks

Jason

2

So… I found the issue…

If the ‘agent’ has admin rights to the Wildfire server, the fastpath request fails.

Using a non-admin login I could successfully connect with Fastpath.

Is this something that has been fixed in later versions of Wildfire/Openfire? If not… can this please be addressed? Its a major hassle not being able to test the functionality using my login.

Thanks

Jason

3

This has not been fixed but has been report many times.

4

issue on code logic:

it affects the Summary of Use report because the conversation is defined to state 2, state 2 is a normal and accepted conversation.