RocketChat/Rocket.Chat · error · Error

error-room-already-closed

Error message

error-room-already-closed

What it means

Thrown by OmnichannelInternalService.placeRoomOnHold when the target room's `open` flag is falsy. The service refuses to put a closed conversation on hold because on-hold is a state that only applies to active (open) chats. The guard runs after the room-type check and before any hold-specific logic.

Source

Thrown at apps/meteor/ee/server/local-services/omnichannel.internalService.ts:44

	constructor() {
		super();
		this.logger = new Logger('OmnichannelEE');
	}

	async placeRoomOnHold(
		room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold'>,
		comment: string,
		onHoldBy: Pick<IUser, '_id' | 'username' | 'name'>,
	) {
		this.logger.debug({ msg: 'Attempting to place room on hold', roomId: room._id, userId: onHoldBy?._id });

		const { _id: roomId } = room;

		if (!room || !isOmnichannelRoom(room)) {
			throw new Error('error-invalid-room');
		}
		if (!room.open) {
			throw new Error('error-room-already-closed');
		}
		if (room.onHold) {
			throw new Error('error-room-is-already-on-hold');
		}
		const restrictedOnHold = settings.get('Livechat_allow_manual_on_hold_upon_agent_engagement_only');
		const canRoomBePlacedOnHold = !room.onHold;
		const canAgentPlaceOnHold = !room.lastMessage?.token;
		const canPlaceChatOnHold = canRoomBePlacedOnHold && (!restrictedOnHold || canAgentPlaceOnHold);
		if (!canPlaceChatOnHold) {
			throw new Error('error-cannot-place-chat-on-hold');
		}
		if (!room.servedBy) {
			throw new Error('error-unserved-rooms-cannot-be-placed-onhold');
		}

		const [roomResult, subsResult] = await Promise.all([
			LivechatRooms.setOnHoldByRoomId(roomId),
			Subscriptions.setOnHoldByRoomId(roomId),

View on GitHub (pinned to f9d3ec372b)

Solutions

1. Refresh the room from LivechatRooms before offering the on-hold action and hide/disable the control when room.open === false.
2. If you call placeRoomOnHold directly, pre-check `room.open` and surface 'room is closed' to the user instead of letting the server throw.
3. Investigate why the room reached your code in a closed state (close-on-abandon, transfer, or another concurrent close call).

Example fix

// before
await omnichannelService.placeRoomOnHold(room, comment, user);

// after
if (!room.open) {
  throw new Error('Room is closed; cannot place on hold');
}
await omnichannelService.placeRoomOnHold(room, comment, user);

const room = await LivechatRooms.findOneById(roomId, { projection: { open: 1, t: 1 } });
if (!room || !isOmnichannelRoom(room)) throw new Error('Invalid omnichannel room');
if (!room.open) throw new Error('Room is closed; cannot place on hold');
// safe to call placeRoomOnHold

function canPlaceOnHold(room: unknown): room is IOmnichannelRoom {
  return !!room && typeof room === 'object'
    && (room as any).t === 'l'
    && (room as any).open === true;
}

try {
  await omnichannelService.placeRoomOnHold(room, comment, user);
} catch (e) {
  if (e instanceof Error && e.message === 'error-room-already-closed') {
    notifyUser('This conversation is already closed.');
    return;
  }
  throw e;
}

When it happens

Trigger: Calling the on-hold flow (livechat onHold method / REST route that delegates to placeRoomOnHold) for a room whose `open` field is false in the LivechatRooms collection, e.g. a chat that was already closed via /livechat/room.close or that auto-closed.

Common situations: Stale client UI that still shows a 'Place on hold' button after the room was closed by another agent or by a visitor inactivity timeout; race where two agents act on the same room; cached room document passed into the service after a close.

Related errors

• This_conversation_is_already_closed
• This_conversation_is_already_closed
• error-invalid-room
• error-invalid-sla
• error-forwarding-department-target-not-allowed

AI-assisted analysis of RocketChat/Rocket.Chat@f9d3ec372b (2026-08-12). Data as JSON: /api/errors/d86cd311d99c5cf5. Report an issue: GitHub.