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Description

HR Cases opened using Virtual Agent, is created with state= Draft, since New York.
Till Madrid it would be created with state=Ready

Steps to Reproduce

1. Hop into any New York instance, and install plugin 'Human Resources scoped App:Virtual Agent Conversations' (com.sn_hr_virtual_agent) and 'Glide Virtual Agent' (com.glide.cs.chatbot)
2. Login as user with role ' sn_hr_core.admin' and go to service portal
3. Open Virtual Agent and click on 'Show me everything' and then select 'General HR Inquiry'
4. For next response type 'case' and then select 'Open a case with HR' and then for next response type 'payroll'

Actual Behvaior: HR case is created with 'state=draft'
Expected Behavior: HR case is created with 'state=Ready''

Workaround

This problem is currently under review. You can contact "http://www.servicenow.com/support/contact-support.html" ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.


Related Problem: PRB1409672

Seen In

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Intended Fix Version

Paris

Safe Harbor Statement

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Associated Community Threads

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Article Information

Last Updated:2020-06-11 05:54:10
Published:2020-06-09