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Description

When a connect chat is escalated, it creates a duplicate entry in the chat_queue_entry table. There are 2 chat queue records with the same number.  This is incorrect.

Steps to Reproduce

  1. Create 2 queues: Tech Support & IT Support.
  2. Set 'Escalate to' for Tech Support queue as IT Support.
  3. Open two different browsers, one browser impersonating an end-user and the other impersonating a chat agent.
    4. Initiate the chat.
    5. Verify that the chat_queue_entry table has only one record.
    6. Escalate the same chat.
    7. Verify the chat_queue_entry table and notice 2 records created with the same number.

Expected behavior: Every chat queue entry should be unique.

Actual behavior: Chat queue entry records are duplicated.

Workaround

This issue 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: PRB1375453

Seen In

SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
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 - 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 - SIR - Threat intelligence - New York 2019 Q3
SR - SIR - VirusTotal Integration - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Fixed In

New York Patch 6
Orlando

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-06-15 01:34:17
Published:2020-03-06