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Description

When an agent closes out a chat sometimes it keeps coming back and when looking at the live_group_member records for the conversation there are multiple records for the agent.

This issue happens when after creating the HR case someone who is not the agent or anyone else in the conversation changes the assigned to of the case to be the agent. (This won't happen if the person doing the assignment is either an admin or has the live_feed_admin role)

Steps to Reproduce

You need to install Connect Support and the HR Service Portal plugin because it contains the 'Add recipients to conversation' BRs
1. Make sure you have two users who are both part of the HR Support assignment group and who have the sn_hr_core roles need to create and update HR records.
2. As a totally different end-user, initiate a connect support conversation in the HR SUpport queue.
3. As the first HR Agent, accept the chat and then use the connect action to create an HR case from the chat.
4. Fill out any information needed and save the case.
5. As the second HR agent, navigate to the newly created case and change the assigned to field to be the first agent and save the record.
6. As the first HR Agent close out the chat and after a few seconds notice that it comes back. You may need to refresh the page, but most of the time I didn't need to.

Expected behavior: The chat should not come back and you should never be a member of the same conversation twice.

Actual behavior: The chat keeps coming back until you manually edit or remove the LGM record.

Workaround

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 or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

 


Related Problem: PRB1342737

Seen In

Madrid Patch 2
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 - Policy and Compliance PA Content - Madrid 2019 Q1
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - Risk Management PA Content - Madrid 2019 Q1
SR - ITOM - Discovery and Service Mapping - v1.0.35
SR - ITOM - Fundamentals Istanbul Jakarta Kingston r1 - v5.99.6
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 - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
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 - Configuration Compliance - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Fixed In

London Patch 10
Madrid Patch 5
New York

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-12-16 17:53:45
Published:2019-06-05