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Live Agent Message Brokering Degradation After ServiceNow Zurich upgrade

Incident Report for Moveworks

Update

We have received confirmation that the same fix has been rolled into Zurich Patch 4(ZP4) which is scheduled to go live on December 5. Once ZP4 becomes available, feel free to upgrade to get the issue resolved.

Posted Dec 02, 2025 - 22:36 UTC

Monitoring

ServiceNow has resolved the issue. A hotfix (ZP2 HF2) has been released.

If you are impacted, please submit your entitlements using the link below to request access to the hotfix:
https://support.servicenow.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fsysparm_id%3De9c285831ba414101c8633f2cd4bcbfe

Posted Nov 22, 2025 - 02:48 UTC

Update

The ServiceNow team has identified the root cause of the issue affecting live chat functionality. They are actively working on a fix and will provide more details as soon as they become available.

Posted Nov 13, 2025 - 16:20 UTC

Identified

We have identified an issue affecting Live Agent Message Brokering functionality following the ServiceNow Zurich upgrade. Users can initiate chats, and agents can respond, but user replies are not being received by agents. The issue currently impacts customers who have upgraded to Zurich. Our team is working with ServiceNow to identify the root cause and implement a fix. Updates will be shared as they become available.

Impacted Regions: All

Posted Nov 09, 2025 - 23:38 UTC

This incident affects: Live Agent Chat / Handoff (Live Agent Message Brokering).