Livechat Online-state depends on single agent not all agents

[btittelbach]

Description:

It appears that livechat guests remains bound to their agent forever.

Steps to reproduce:

1. RC: Make sure several Agents are available and online
2. Browser: Open a livechat, chat with an agent
3. RC: Put that agent offline
4. Browser: reload browser window
5. Browser: see livechat window shown as offline even though agents are available
6. Wait days or months
7. Browser: open same webpate with livechat window. See that livechat is still shown as offline, despite agents begin available.

Expected behavior:

• the livechat is shown as useable (no offline-form)
• the new chat is routed to an available agent
• optionally: give the guest the option to connect to a new agent.

Actual behavior:

To that guest and only to that guest:

• the chat-icon will be greyed out
• the offline-form will be displayed.

Server Setup Information:

Version of Rocket.Chat Server: 3.12
Operating System: GNU/Linux Ubuntu Focal
Deployment Method: tar
Number of Running Instances: 1
NodeJS Version: v12.21.0
MongoDB Version: 4.0.23
Proxy: nginx
Firewalls involved: none

Client Setup Information

• Desktop App or Browser Version: tested in Firefox and Google Chrome

[btittelbach]

seems to be a bug and not a configuration issue, as nobody had any idea how to configure this differently. https://forums.rocket.chat/t/livechat-online-state-depends-on-single-agent-not-all-agents/10486