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
2 - Use the Check Status conversation.
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:
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