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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 and later
Information in this document applies to any platform.


On : version, Chat

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

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

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


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