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.


This is expected behavior and by design in all currently supported releases. The "Opened at" field is set to null intentionally for cases when chat is abandoned before agent accepts. 

For a workaround, please see KB0696835




Related Problem: PRB749407

Seen In

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

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Article Information

Last Updated:2020-07-10 07:58:15