Smartscript Saves Answers to Save Table, Whether Question Reached or Not (Doc ID 1983123.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel SmartScript - Version 8.1.1.10 [23021] and later
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
-------------------

Smartscript saves answers to save table, whether question reached or not

If there is a Smartscript, where multiple branches have similar question like Description which is mapped to same BC field, upon clicking
the Finish Later button, when we navigate to either
- SmartScripts screen > My Saved Sessions view
- Administration SmartScript screen > Script Sessions view
we notice multiple records with the same values for question and answer

For example:If Description is present in 4 different branches and if the user has selected on a specific branch and answered description
as "xyz", then we see 4 records with question as description and answer as "xyz"

 

EXPECTED BEHAVIOR
-----------------------
Smartscript should save answer to save table only for the questions reached.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a Smartscript having multiple branches like
- ES
- EL
- EX

2. Let each branch have a similar question Description for which we have defined
Save BO - Action
Save BC - Action
Save Field - Description
Save Answer Table - Yes

3. Now if the user has selected on a specific branch and answered Description
as "xyz", then upon clicking the Finish Later button, when we go to either
- SmartScripts screen > My Saved Sessions view
OR
- Administration SmartScript screen > Script Sessions view
we notice 3 records with question as Description and answer as "xyz"

Due to this issue, users see duplicate questions / answers which they have not answered.

Cause

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