Build information:
Jakarta Patch 6

Issue Description:
Creating records from Connect Action, shows blank tab, when agent user has UI15 and split layout (either horizontal or vertical) enabled

Steps to Reproduce

Connect and Connect Support plugin's activates

  1. Log on to any out of the box Jakarta instance
  2. Navigate to Collaborate > Queues
    • Check if any queue exists
    • If not, create a new queue
  3. Pick up one of the queue and initiate chat from the support link
  4. On a separate browser, log on as agent user which is part of assignment group of the chat queue
  5. Switch to UI15 from settings
    • If that is not possible, as an admin, set user preference use.concourse to false for the agent user
  6. On UI15, click Settings cog wheel > Split layout > set horizontal or vertical
  7. Click on the connect icon near cog wheel to open the connect mini window
  8. Accept the incoming chat
  9. Click on the ☰ on chat window, and click on one of the connect actions to create record, either incident or HR Case
  10. The record is populated in a new tab
    • After filling the mandatory fields, click on Submit or click Save button
  11. Observe the tab

    The New tab is shown empty.


After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make this decision lightly, and we apologize for any inconvenience. You can submit an Enhancement Request from the Self-Service portal on HI, and Subscribe to this article for future updates.

Related Problem: PRB1244715

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Article Information

Last Updated:2019-05-21 11:36:03