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

Last updated on MARCH 15, 2019

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.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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