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Description

Build information:
Orlando

Builds that are known NOT to be affected:
Fixed in Paris

The Environment:
Agent Workspace Live Agent Chat

Issue Description:
In Virtual Agent, trying to connect to live agent is not working as expected, even if there are available agents.

Symptoms:
Instance is configured with a custom 'Chat' Service Channel along with - or instead of - the baseline Service Channel.  Users may experience the following message: There are no agents available at the moment. Please try again later.

Steps to Reproduce

1. activate chatbot and agent chat plugins
2. change fulfiller to agent workspace
3. delete the OOB chat AWA service channel
4. create a custom chat AWA service channel identical to the OOB one (except for the record's sys id)
5. observe that conversation server is not able to handoff to a live agent

This is due to conversation server querying for the hardcoded OOB chat service channel

Workaround

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: PRB1379117

Seen In

SR - IntegrationHub - Box Integration - Madrid - v2.0.0
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - SIG Assessment Legacy - Madrid 2019 Q1
SR - IRM - SIG Questionnaire - New York 2019 Q3
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - ITOM - Discovery and Service Mapping - 201908
SR - PAR - Performance Analytics Content Pack for Service Portal - v1.0
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Check Point Integration - New York 2019 Q3
SR - SIR - ElasticSearch Integration - Madrid 2019 Q1
SR - SIR - Exchange Online Integration - New York 2019 Q3 2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response Flow Designer Content - Madrid 2019 Q2
SR - SIR - Security Incident Response PA Content - New York 2019 Q3
SR - SIR - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
SR - SIR - Splunk Enterprise Integration - New York 2019 Q3
SR - SIR - Splunk Sighting Search Integration - Madrid 2019 Q1
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 - WHOIS 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

Paris

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-11-16 02:54:42
Published:2020-11-04