14 views

Description

Build information:
Kingston, Jakarta

Documented in Google Chrome
 
Issue Description:
Connect Support - Multiple end users in the [$chat_support.do] workspace are showing they're in the same position in the queue

Succinct description of what is breaking and the conditions:
- End user types in their connect support conversation
- Browser tab text updates to display 'Position in Queue:"
- Different End user waiting in the queue shows the same position

Business Impact:
Confusion on user position in connect support queue

Steps to Reproduce

Pre-requisite:
Activate Plugin [ Connect Support] include demo data

- Filter Navigator: Go to Collaborate >> Support Administration >> Queues
- Select one (example: HR Support)
- Copy or make note of the Support Link (example: $chat_support.do?queueID=aeb40252d7133100816403548e610363)

- Filter Navigator: enter sys_user.list.
- Update passwords for a couple users (example: Set Abel Tuter and Abraham Lincoln passwords to 'test123')

- Log in as Abel Tuter
- Navigate to the Queue Link. (example: http://10.14.48.133:16000/$chat_support.do?queueID=aeb40252d7133100816403548e610363)
- Submit a question to the queue.

- Log in as Abraham Lincoln
- Navigate to the Queue Link, and submit a question to the queue.
- Input a follow-up message in the conversation (ex: is anyone there?)
- This will trigger the tab text. Note it says 'position in queue: 2'

- Log in as Abel Tuter
- Return to the Queue Link and open his existing conversation we created previously.
- Input a follow-up message (ex: hello?)
- This will trigger the tab text. Note it says 'position in queue: 2'

Actual:
Both positions are reported as 2.

Workaround

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: PRB1286081

Seen In

There is no data to report.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-07-31 12:18:07
Published:2018-07-31