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End user cannot see the chat agent's messages once a record (i.e. incident) has been created from Connect Support - Support and Troubleshooting
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  • End user cannot see the chat agent's messages once a record (i.e. incident) has been created from Connect Support
KB0683243

End user cannot see the chat agent's messages once a record (i.e. incident) has been created from Connect Support


439 Views Last updated : Aug 16, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

A user who initiated the chat cannot see the agent's messages once the agent created the record (such as incident) from Connect Support.

Release

All releases

Cause

The user is failing read access to the record's comment field (i.e. incident.comments).

Resolution

Make sure that the user is not failing read access on the comments field on the record that was created by the agent. If the table (i.e. incident) does not have a read ACL on the comments field, please check if there is a task.comments read ACL, as the system will use that one instead.

As a test, create a wide open read ACL on the comments field to confirm.

For example:

  • Type: record
  • Operation: read
  • Name. Incident.Additional Comments
  • Condition/Requires role/Script: Leave these all empty

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