Failure to send messages on HR Chat - Known Error

Failure to send messages on HR Chat Description The [chat_queue_entry] table is not updated when the 'Time Out Abandoned VA Conversations' job runs. The [sys_cs_conversation] record is set to 'Faulted', however the chat_queue_entry remains in 'Waiting' status. Agent can still accept the chat, and when the user types a response, there is a short delay after which the user receives the error "Failed to Send. Please try again".

Steps to Reproduce

1 - Set the Global Fulfiller UI field on Chat Setup to Connect 2 - Set the com.glide.cs.idle_chat_cancel_timeout property to 60 3 - Impersonate Beth Anglin as the Agent and go to the connect queue 4 - /$c.do#/support 5 - In a 2nd browser as System Admin or maint go to the 'Time Out Abandoned VA Conversations' scheduled job 6 - In a 3rd browser as a user (Fred Luddy) start a chat session at /sn_va_web_client_app_embed.do and request to chat with a live agent 7 - Wait more than 60 seconds and in the System Admin browser run the 'Time Out Abandoned VA Conversations' scheduled job manually 8 - /nav_to.do?uri=sysauto_script.do?sys_id=b9af85d2c37213009cbbdccdf3d3ae95 - The chat_queue_entry record remains as "Waiting", however the user will receive a message that the conversation has ended. 10 - As the Agent accepts the chat, the user will then see a message that the Agent has entered the conversation. 11 - As the user types a response, there will be a delay, with then the error message "Failed to Send. Please try again". This is because the chat_queue_entry record is not being updated and remains in "Waiting Status".

Workaround This problem has been fixed. If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to.

Referring to the scenario in the steps to reproduce, the workaround consists in the following:

- In the 2nd browser go to the 'Time Out Abandoned VA Conversations' scheduled job, clear the "Run As" field (set to System Administrator by default) and save. - Repeat steps 6-10. Once the job has run, the chat_queue_entry record is updated to Abandoned, and it is removed from the Agent's queue.