RocketChat/Rocket.Chat · error · Error

error-room-is-already-on-hold

Error message

error-room-is-already-on-hold

What it means

Thrown by placeRoomOnHold when `room.onHold` is already true. The service treats on-hold as idempotent-fail: you cannot re-hold a chat that is currently held. The check sits immediately after the open-room check.

Source

Thrown at apps/meteor/ee/server/local-services/omnichannel.internalService.ts:47

	}

	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),
			Message.saveSystemMessage<IOmnichannelSystemMessage>('omnichannel_placed_chat_on_hold', roomId, '', onHoldBy, { comment }),
		]);

View on GitHub (pinned to f9d3ec372b)

Solutions

1. Make the UI idempotent: disable the on-hold control while the request is in flight and after room.onHold becomes true.
2. Before calling, fetch the room and short-circuit if room.onHold is already true (treat as success rather than error).
3. Dedupe concurrent hold requests by room id at the method/API layer.

Example fix

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

// after
if (room.onHold) {
  return { alreadyOnHold: true };
}
await omnichannelService.placeRoomOnHold(room, comment, user);

if (room.onHold) {
  return { alreadyOnHold: true };
}
await omnichannelService.placeRoomOnHold(room, comment, user);

function isAlreadyOnHold(room: unknown): boolean {
  return !!room && (room as any).onHold === true;
}

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

When it happens

Trigger: Calling placeRoomOnHold on a room that is already on hold (onHold === true in LivechatRooms). Common via double-click on the hold button, a retry after a network blip, or two concurrent hold requests.

Common situations: User double-submits the hold action; frontend does not disable the button after the first success; a webhook and an agent both trigger hold on the same room.

Related errors

• error-room-not-on-hold
• error-room-already-closed
• error-unserved-rooms-cannot-be-placed-onhold
• This_conversation_is_already_closed
• This_conversation_is_already_closed

AI-assisted analysis of RocketChat/Rocket.Chat@f9d3ec372b (2026-08-12). Data as JSON: /api/errors/eabada215cce0d95. Report an issue: GitHub.