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Description

Issue Description:
The "Contact Agent" option is still available on Chat of IOS Now Mobile App even Live Chat is disabled.

Steps to Reproduce

1. Log in as admin on the platform.
2. Go to "Collaboration -> Chat Setup".
3. Set "Live Chat Enabled" to false.
4. Set the OOB Chat function instance to Active "true".
https://instance_name.service-now.com/nav_to.do?uri=sys_sg_button_instance.do?sys_id=81e9d8247320330018eea18d4ef6a74e
5. Log in to the Now Mobile App on Android.
6. Click on the Chat Quick Action on the Home Applet Launcher.
7. Click on the three dots menu on the right top.
8. The "Contact Support" option is greyed out.
9. Log in to the Now Mobile App on iPhone.
8. Repeat steps 6~7.

Expected behavior
The "Contact Support" option should be greyed out and unavailable.
Actual behavior
The "Contact Support" option is still available.

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 field to determine whether any versions have a permanent fix.


Related Problem: PRB1418360

Seen In

New York Patch 9

Intended Fix Version

iOS Mobile GA 11.1.0 (Agent, Mobile, Onboarding & Support)

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-08-20 10:59:00
Published:2020-08-19