When using a chat action to create a record like an incident/case, the new record will have the chat entries as comments with no accurate timestamp - all the entries will have the same time as the first. 

Only the chat entries after the creation of the record will have the timestamp accurate.

Steps to Reproduce

Screenshot attached, showing the issue.

1- As any user, go to a connect support queue and initiate a chat
2- In a separate browser, as an agent, accept the chat and start a conversation with the other user.
3- Create a case incident from the chat actions
4- Realize all the chat entries in the created record will have the same timestamp


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: PRB1040914

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Intended Fix Version


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Associated Community Threads

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Article Information

Last Updated:2018-09-11 00:14:59