Users are able to remove options in the Virtual Agent --> Chat Menu --> Contact Support with removing options from Branding setup. However, when they disable all options, Contact Support is option is still clickable on the menu and when users click on Contact Support option, they see an empty list with just the Cancel button. They expect to see the Contact Support option is greyed out or they want to have an option to disable Contact Support in chat menu.

Steps to Reproduce

1. Activate the Virtual Agent plugin from Filter Navigator --> Plugins --> Glide Virtual Agent (com.glide.cs.chatbot)
2. Disable all options under the Contact Support menu from Filter Navigator --> Branding Setup --> Remove all values in the following fields:
-Phone Number
-Email Address
3.Save the changes
4.Open chat vindow in service portal by clicking the Start Support Chat icon on the portal page.
5.Click on the Chat Menu --> Contact Support

Expected Behavior: Since there is no option for cantacting to the support, customer expect to see the Contact Support is greyed out
Actual Behavior: They see an empty list with just the Cancel button (Please see the screenshot)


This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

Related Problem: PRB1330861

Seen In

SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3

Fixed In

New York Patch 6

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-05-26 12:00:56