How to Handle Open Sessions When Agent Goes Offline - Not Working

Description:

If this settings is set to 'forward' the rocket wont forward the user to another agent ...

Steps to reproduce:

1. Set "How to Handle Open Sessions When Agent Goes Offline" at Settings -> OmniChannel -> Sessions to "Forward"
2. Get 2 agents on a department
3. Get a new visitor
4. The agent that take that chat must goes offline - close RocketChat page
5. After the specified timeout nothing hapend.

Expected behavior:

At step 5, we expected that the visitor are forward back to the original queue or to a new agent.

Actual behavior:

At step 5, the chat/visitor are not forward

Server Setup Information:

• Version of Rocket.Chat Server: 3.15.0
• Operating System: Linux/Debian 10
• Deployment Method: Docker
• Number of Running Instances: 1
• DB Replicaset Oplog:
• NodeJS Version: v12.22.1
• MongoDB Version: 4.0.24

Client Setup Information

• Desktop App or Browser Version: Brave V1.26.67
• Operating System: MAC Os

Additional context

Relevant logs:

rocketchat_1 | errorClass [Error]: The selected department and the current room department are the same [error-forwarding-chat-same-department]
rocketchat_1 | at app/livechat/server/lib/Helper.js:359:9
rocketchat_1 | at /app/bundle/programs/server/npm/node_modules/meteor/promise/node_modules/meteor-promise/fiber_pool.js:43:40 {
rocketchat_1 | isClientSafe: true,
rocketchat_1 | error: 'error-forwarding-chat-same-department',
rocketchat_1 | reason: 'The selected department and the current room department are the same',
rocketchat_1 | details: { function: 'forwardRoomToDepartment' },
rocketchat_1 | errorType: 'Meteor.Error'
rocketchat_1 | }

Start in app/livechat/server/lib/Helper.js at line 359 and inspect forwardRoomToDepartment, using the reported error and the OmniChannel Sessions setting as context. Reproduce the offline-agent timeout flow, then verify that an open visitor session is forwarded to the original queue or another agent without triggering the same-department error.