RocketChat/Rocket.Chat · warning · Meteor.Error

error-not-found

error-not-found

Error message

error-not-found

What it means

takeInquiry loads the queued LivechatInquiry by id; if LivechatInquiry.findOneById returns null it throws Meteor.Error('error-not-found', 'Inquiry not found', { method: 'livechat:takeInquiry' }). Inquiries are ephemeral queue entries that are deleted once handled, so this usually means the entry was already consumed or never existed.

Source

Thrown at apps/meteor/server/lib/omnichannel/takeInquiry.ts:18

import { Omnichannel } from '@rocket.chat/core-services';
import { LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
import { Meteor } from 'meteor/meteor';

import { RoutingManager } from './RoutingManager';
import { isAgentAvailableToTakeContactInquiry } from './contacts/isAgentAvailableToTakeContactInquiry';
import { migrateVisitorIfMissingContact } from './contacts/migrateVisitorIfMissingContact';
import { settings } from '../../settings';

export const takeInquiry = async (
	userId: string,
	inquiryId: string,
	options?: { clientAction: boolean; forwardingToDepartment?: { oldDepartmentId: string; transferData: any } },
): Promise<void> => {
	const inquiry = await LivechatInquiry.findOneById(inquiryId);

	if (!inquiry) {
		throw new Meteor.Error('error-not-found', 'Inquiry not found', {
			method: 'livechat:takeInquiry',
		});
	}

	if (inquiry.status === 'taken') {
		throw new Meteor.Error('error-inquiry-taken', 'Inquiry already taken', {
			method: 'livechat:takeInquiry',
		});
	}

	const user = await Users.findOneOnlineAgentById(
		userId,
		settings.get<boolean>('Livechat_enabled_when_agent_idle'),
		settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
		{},
	);
	if (!user) {
		throw new Meteor.Error('error-agent-status-service-offline', 'Agent status is offline or Omnichannel service is not active', {

View on GitHub (pinned to b2c16d5842)

Solutions

1. Refresh the inquiry list from the real-time subscription before retrying the take action
2. Handle this code as an expected outcome in the queue UI (silently drop the card / show 'already handled')
3. Verify the inquiryId being sent matches a doc: db.rocketchat_livechat_inquiry.findOne({_id: inquiryId})
4. Ensure clients subscribe to livechat inquiry stream events so lists stay current

Example fix

// before
await Meteor.callAsync('livechat:takeInquiry', inquiryId);

// after
const inquiry = await LivechatInquiry.findOneById(inquiryId);
if (!inquiry) {
  // stale queue entry — refresh the list instead of erroring
  return refreshQueue();
}
await Meteor.callAsync('livechat:takeInquiry', inquiryId);

import { LivechatInquiry } from '@rocket.chat/models';

const inquiry = await LivechatInquiry.findOneById(inquiryId);
if (!inquiry) {
  return { stale: true }; // drop the card; do not call takeInquiry
}
await Meteor.callAsync('livechat:takeInquiry', inquiryId);

function isTakeableInquiry(v: { status?: string } | null | undefined): v is { _id: string; status: 'queued' } {
  return !!v && v.status === 'queued';
}

try {
  await Meteor.callAsync('livechat:takeInquiry', inquiryId);
} catch (err) {
  if (err instanceof Meteor.Error && err.error === 'error-not-found') {
    // stale queue entry: refresh the list and remove the card, never retry the same id
  } else {
    throw err;
  }
}

When it happens

Trigger: Calling livechat:takeInquiry with an inquiryId from a stale queue listing — another agent took (and the inquiry was removed/retargeted) between rendering the queue and clicking, or the id is simply invalid.

Common situations: Race between multiple agents on a fast-moving queue, stale open tabs showing already-handled inquiries, client retries after a timeout, or UI not subscribing to inquiry change events.

Understand the failure class

Background: "Not found" and "does not exist" errors: why "Task not found", "No such folder", and "Can't find" fire when a lookup comes back empty — this error's family across 14 libraries.

Related errors

• error-inquiry-taken
• error-invalid-sla
• error-invalid-priority
• error-invalid-sla
• Business hour ${department.businessHourId} not found

AI-assisted analysis of RocketChat/Rocket.Chat@b2c16d5842 (2026-08-18). Data as JSON: /api/errors/fe724c6564e4dd48. Report an issue: GitHub.