When a chat is abandoned, the chat_queue_entry "opened" field is set to NULL or empty instead of showing the time chat is requested by end user.

Steps to Reproduce

  1. Install Connect Support.

    For more information, see the product documentation topic Activate Connect Support.

  2. Go to a queue.

  3. Start a support conversation.

  4. Click the End chat button.

  5. Go to the underlying chat_queue_entry record.

    Instead of the "opened" field being set to the time the chat was requested by the end user, it is set to the null or empty.


After carefully considering the severity and frequency of the issue, and risk of attempting a fix, it has been decided to not address this issue in any current or future releases. We do not make this decision lightly, and we apologize for any inconvenience. If you have any questions regarding this problem, contact ServiceNow Customer Support.


Related Problem: PRB749407

Seen In

SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - PA Premium Integration - New York 2019 Q3

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-12-03 14:29:47