In Madrid, when agents create HR cases from chat sessions, the cases are created with a state of "ready".
- Install the plugin "Human Resources Application: Service Portal". This will add the "Chat with HR" button on the HR Portal.
- As an end user, initiate a chat session.
- In a separate browser, impersonate a user who is a member of the group assigned to the HR chat queue.
- Go to the module Connect > Connect Chat and click on the Connect Support tab to pick up the call.
- Click on the Additional Commands menu and select the "Create HR case" button.
The resulting case will be in a state of "Ready".