How do I fix category mismatches with a LiveHelp Integration With Siebel?

(Doc ID 1956251.1)

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.

Symptoms

On : NA version, Integrations

ACTUAL BEHAVIOR
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When the chat details are imported into our account and converted into SR's in siebel, we find the data is missing for few categories in Siebel. PFA of the SR Category Mismatch between Siebel/LiveHelp.

EXPECTED BEHAVIOR
-----------------------
Categories in Live Help should match those in Siebel

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot correctly create SR's in Siebel, delaying responses to customers

Cause

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