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Description

When the browser page is minimized and the  resized back to full screen, that Incident form disappears from the right side of the chat window. Clicking the 'Record' icon on the chat window, does not bring back the incident form and the right side of the screen is blank.

Steps to Reproduce

  1. On Windows 7 OS using an IE11 browser, install the Connect Support plugin (com.glide.connect.support) and related plugins.

    For more information, see the product documentation topics Activate a plugin and Additional plugins for Connect Support.

  2. Create chat queues.

    For more information, see the product documentation topic Connect Chat use.

  3. Impersonate a chat agent from IE11.

  4. Impersonate an end user from another browser.

  5. Initiate a chat.

  6. From the IE11 browser, click the menu icon and choose Create Incident from the Connection actions menu.

    In the conversation tools area to the right of the conversation, a new incident form opens in a record tab. The system automatically sets the Caller field to the user who opened the support conversation.

  7. Fill in the fields but do not submit the form.

  8. Click the Maximize button and resize the window.

  9. Click the button again and make the window full screen.

    Note that when the browser page is minimized and resized back to full screen, the incident form disappears from the right side of the chat window. If you click the Record icon on the chat window, the incident form does not reappear and the right side of the screen goes blank.

 

Workaround

Upgrade to Helsinki or later to remediate this issue.


Related Problem: PRB718904

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Article Information

Last Updated:2017-08-29 02:54:57
Published:2017-08-29