In the service portal, when in Chat with a Live agent, the agent selects creating a HR Case for the Employee. The hyperlinked Case number is presented in the chat but then the employee clicks on it, they are taken to the standard/platform UI instead of remaining in the service portal.

Steps to Reproduce

  1. Initiate an support conversation in Virtual Agent
  2. Agent creates an HR case
  3. Click on the connect card which displays Case Information


This problem has been fixed. 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: PRB1329420

Seen In

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Fixed In

Madrid Patch 6
New York

Associated Community Threads

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Article Information

Last Updated:2019-10-31 17:37:35