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Engagement Engine: Rule Suddenly Stopped Working When New Rule Added To Site (Doc ID 1970880.1)

Last updated on JUNE 12, 2018

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 : N/A version, Chat Infrastructure

ACTUAL BEHAVIOR
---------------
We have a global chat button in our main navigation across the entire site. It's been working without issue for awhile now.

We added some new rules to some other pages but didn't make any changes to these rules, and now suddenly the global chat button isn't working.

EXPECTED BEHAVIOR
-----------------------
Chat Now button should work with no issues

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Navigate to customer website
2. Observe that there is no chat button in the site header

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, user cannot chat with customer, resulting in lost business

Cause

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In this Document
Symptoms
Cause
Solution


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