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Description

Non-admin chat agents do not see desktop notifications from Connect support queue conversations when browser window is minimized.

Steps to Reproduce

  1. Ensure that the Connect Support plugin is installed.

    For more information, see the documentation topic Activate a plugin.

  2. Create a connect support queue and assign it to the Hardware group.

    For more information, see the documentation topic Administer Connect Support queues.

  3. Start a session as an ITIL user who is a non-admin member of that group.

  4. Click the notification settings tab (the bell icon) in the conversation tools to the right of the conversation and enable desktop notifications.

  5. Show the connect sidebar and click the support queue tab.

  6. Start a separate session in another browser and and log in as an end user.

  7. Access the support queue page. For example:

    https://<instance name>.service-now.com/$chat_support.do?queueID=cf1c72874f17ae002d99098d0210c731

    Replace the instance name and sys ID in the example with your instance name and the sys ID of the support queue you created.

  8. Initiate a chat on that support queue

  9. Go back to the first session and accept the chat.

  10. Minimize the browser window

  11. Go back to the second session as the end user and send more messages.

    Note that no desktop notifications occur for the chat agent.

    Note – Try to test this on two separate machines so that the end user's messages do not show up on the same machine.

Workaround

This issue has been fixed in Helsinki Patch 5 and onwards.

 


Related Problem: PRB730116

Seen In

Helsinki Patch 2
Helsinki Patch 4

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-03-05 05:05:52
Published:2018-03-05