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Chat Issue - Opens A New Create SR Page For Same Chat Consumers. (Doc ID 2753878.1)

Last updated on JUNE 11, 2021

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.20.10.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.20.10.0 version, Chat

ACTUAL BEHAVIOR
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We have configured Chat functionality for our Service Requests. During testing, we noticed that the system opens up a new Create SR page for same consumer. This happens when a agent is handling two or more Chats at same time

then toggle between Chat windows.

EXPECTED BEHAVIOR
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Expected agent can toggle between Chat sessions without new Create SR tab created


STEPS
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The issue can be reproduced at will with the following steps:


- Agent logged in and is in Service Request landing page ready to receive Chats.
- Start/accept chat 1 for Customer1. New SR create page opens in workspace, fill in required fields and click save and continue
- Start/accept chat 2 for Customer2. New SRcreate page opens in workspace, fill in required fields and click save and continue
- Customer2 starts to type into chat and sends a couple of messages.
- The agent see that Customer2 sent a message and clicks the Customer2 window in Live Window. At this point a third new SR is auto-created for Customer2 as Create SR

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users must manually create SR for the correct chat.

Cause

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In this Document
Symptoms
Cause
Solution


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