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Description

The chat queue numbers are not updated for some agents intermittently.
Manual refresh will temporarily fix the issue.

The screenshot shows the numbers are not the same for 2 agents.

 

Once one agent accept the nonexistent incoming chat, the console will throw this error "404 Not Found"

Steps to Reproduce

 

1. Use 3 different browser sessions.
Agent a, Agent b, User c
Agent a, Agent b pick up the chat from the same connect queue.

In session a: impersonate Agent a
In session b: impersonate Agent b
In session c: impersonate User c
2. Close any open chat conversation in all the above sessions.
3. On session c: go to https://<instance_name>.service-now.com/$chat_support.do?queueID=<queue_id> and initiate a chat
Expect the number for Agent a and Agent b will both increase to 1.
4. In session a: Accept the chat
In session b: observe that the number beside the chat queue still remains (1), which should be decreased to 0.
Expect the number for Agent b will decrease to 0

Actual behavior: the numbers of the waiting conversations are not up to date.

Expected: Chat queues should be updated with number of waiting conversations automatically

Workaround

A workaround UI Macro can be imported in. 

 

Please follow these steps:

1) Navigate to "System UI" - "UI Macros" and find any UI macro has this name "ng_chat_config"

If it is inactive, rename it to "ng_chat_config_inactive" or some other names. 

If there is active "ng_chat_config". Otherwise, this workaround should not be applied in this case. 

2) import the XML attached, then confirm there is a new "ng_chat_config" imported in. 

 


Related Problem: PRB1341741

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

London Patch 9
Madrid Patch 4
New York

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-10-03 14:32:42
Published:2019-05-16
KB0748641_L_M_agent_queue_count_workaround.xml