80 views

Description

In versions prior to Geneva, Chat generated an entry for Assignment Group on the chat_queue_entry table while using the Service Desk Chat. However, Chat no longer generates the Assignment Group entry.

Steps to Reproduce

 

  1. Install the following plugins:

    • Connect V1.0.0
    • Connect Support V1.0.0
    • Chat V1.3.0
  2. In a Chrome or IE browser window, go to the following link:

    <instance name>/nav_to.do?uri=/$chat_support.do%3FqueueID%3Dc54f0abf0a0a0b452db84664f409c79c

  3. In the Service Desk Chat, type something like "Need Help".

  4. On a different browser (Firefox), impersonate David Loo, a member of the Service Desk Chat.

  5. Click Accept to accept the Chat.

  6. On Chrome go to the following table:

    <instance name>/chat_queue_entry_list.do?sysparm_query=queue%3Dc54f0abf0a0a0b452db84664f409c79c%5E&sysparm_nostack=true

  7. Add the column Assignment group.

    Note that this field is not populated.

 

Workaround

Create a business rule on an insert to chat queue entry. For example:

chat_queue_entry BEFORE INSERT
current.assignment_group = current.queue.assignment_group


Related Problem: PRB707295

Seen In

Fuji Patch 10 Hot Fix 4
Geneva Patch 6

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-02-26 02:51:43
Published:2017-07-20