Interaction records in HR VA conversations scope are not closed when the related conversations were closed - Known Error

Interaction records in HR VA conversations scope are not closed when the related conversations were closed Description Interaction records in HR VA conversations scope are not closed when the related conversations were closed.

Steps to Reproduce

Start a conversation in HR agent workspace which will create an interaction record in HR VA conversations scope Close the conversation or let it idle Remove the "sn_hr_core.admin" role from the "admin" role Run the "Time Out Abandoned VA Conversations" job as system Expected behavior: Job should close the work in progress interaction records in HR VA conversations scope for which the related conversations were closed. Current behavior: HR VA conversations scope interactions are not getting closed when the "admin" role does not contain the "sn_hr_core.admin" role.

Workaround Root cause:

The "Time Out Abandoned VA Conversations" job is run as system. Since the admin role does not contain any HR role, when the job tries to update the interaction records in HR VA conversations scope, it fails the HR VA conversations scope ACL.

Workaround:

Set the Run as of the job to an admin user with HR admin role (sn_hr_core.admin).