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Description

In the conversation designer, new comments can not be added to a record if a previous comment has been entered in another record in the same conversation.

 

Steps to Reproduce

 

1 - Open the Conversation Designer.
2 - Use the Check Status conversation.
3 - Add a comment in one of the incidents.
4 - Try to add a comment on another incident. Notice te operation is blocked by the system message: "Your comment has been added".

Workaround

This issue has been identified as a future product enhancement for the virtual agent designer, client, and topics.

In the current releases the workaround below can be applied for any Topic where a Collector follows a Decision Outcome, where the outcome query expression uses the ISEMPTY operator (e.g. requestISEMPTY^EQ).

For the ITSM "Check Status" topic, open the Conversation Designer, and add two intermediate “pass through” script action nodes:

Work Around in Designer

1 - Following the “Requests Found: Zero” outcome, add an Action Script node called “Request Not Found”. Optionally add a message like: gs.info(“no request found”);

2 - Following the “Incidents Found: Zero” outcome, add an Action Script node called “Incident Not Found”. Optionally add a message like: gs.info(“no incident found”);

 


Related Problem: PRB1184105

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Article Information

Last Updated:2018-10-15 05:56:54
Published:2018-10-15