Last updated on MARCH 02, 2017
Applies to:Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.
The loss of functionality
Client reporting that chat is down for them. When they try to initiate a chat they get a message. Customer can recreate it with all their depts
The sequence of events
Customers attempt to launch chats and get error message instead of agent
Where it happened
Oracle Live Help chat link
The significance of loss / customer impact
Customers cannot chat with agents
Include specific error messages (error number with syntax)
"This service is temporarily unavailable. Please try again at a later time"
What IS working
Other departments in the same account are able to get chats.
What is the expected or acceptable result?
Customers should be able to chat with agents via affected departments
What about the system has recently changed?
Affected departments were recently deleted in error by the customer and then undeleted by Live Help Support
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