Work Item Accept button is greyed out for few seconds in case of record watcher performance issues or AMB slowness - Known Error

Work Item Accept button is greyed out for few seconds in case of record watcher performance issues or AMB slowness Description Work Item Accept button is greyed out for few seconds in case of record watcher performance issues or AMB slowness

Steps to Reproduce

Steps to replicate on OOB instance: 1) Set the network to slow and CPU throttling to 6X on agent window 2) Open a chat as end user and have agent accept it 3) The chat gets accepted and the window will be loading 4) Quickly initiate another chat 5) This shows up on the agent window with a some delay (Timer does not start with 30 seconds ) 6) Click on the accept button 7) The accept button gets grayed out 8) The timer expires and the card gets removed from the inbox We might need to try the above steps few times to reproduce the issue on OOB.

Scenarios in which you will experience this issue are:

1.The agent accepted a work item (success response: workitemAcceptance.result=true) 2.The agent rejected a work item (success response: insert_awa_work_item_rejection.sys_id != null) 3.The agent transferred a work item to another agent, and the other agent rejected the work item (success response: reject.sys_id != null) 4.The agent transferred a work item to another agent, and the other agent rejected the work item. The current agent dismissed the work item (success response: dismiss.sys_id != null) 5.The agent transferred a work item to another agent, and cancelled the transfer (success response: cancel.sys_id != null) 6.The agent transferred a work item to another agent, and the other agent accepted the work item (success response: accept.state == 'accepted')

Workaround This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.