Live Help Chat SLA Auto-Reply Feature not delaying auto replies (Doc ID 2090654.1)

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, Administration

ACTUAL BEHAVIOR
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SLA Auto-Reply feature of InstantService email is ignoring time interval setting

EXPECTED BEHAVIOR
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SLA Auto-Reply email should be sent at time interval set.

STEPS
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The issue can be reproduced at will with the following steps:
1. Log into an account in admin.instantservice.com where mail is active
2. Navigate to 'Departments : Mail : Auto-Reply' > 'SLA Auto-Reply'
3. Select a department where mail is activated
4. in 'SLA Auto-Reply', set a time interval and save
5. Send email into department

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot set a time to send an automated reply. Auto replies will only be sent immediately

Cause

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