1104 views

Description

Build information:
Kingston and previous

Issue Description:
A Connect Support agent is able to double or otherwise multi-click the Accept button on a queue, which often results in the following error message appearing on screen:

The queue is currently empty

Business Impact:
This causes confusion to the agent. They are unsure if they accepted the correct conversation(s).

Symptoms:
- Agent notices an entry in their support queue.
- They try to select Accept, and multiple clicks are registered.

If relevant, attach files for clarity like a specific example file, screenshots, or compressed log files:
Attaching screenshot for reference.

Steps to Reproduce

pre-requisites:
Connect Support with demo data should be active.

1. Impersonate an agent in one session (ex: Beth Anglin)
2. Impersonate an end user (ex: Abel Tuter) in a second session/incognito window
3. As Abel, navigate to the support link (OOB: $chat_support.do?queueID=aeb40252d7133100816403548e610363)
4. Enter a question.
5. As Beth, ensure the Connect panel is open.
6. Double or multi-click the Accept Button.

Expected behavior:
Accept the new entry.

Actual behavior
Notice the error message on screen.

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: PRB1257676

Seen In

SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - GRC Workbench - New York 2019 Q3
SR - IRM - PA Premium Integration - New York 2019 Q3
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - SIG Assessment Legacy - Madrid 2019 Q1
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response PA Content - New York 2019 Q3
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Intended Fix Version

Orlando Patch 9
Quebec

Fixed In

Paris Patch 3

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-11-16 12:13:58
Published:2018-07-31