Why is the chat transcript not being saved in the incident created from the chat session?
Environment:
Interaction workspace, Chat workspace, Chat transcript, Browser User Interface (BUI)
Resolution:
Depending on the chat workspace settings as explained in Answer ID 6084: Explains when an incident is created during a chat session, a placeholder incident will be created either at the beginning or end of a chat session. Incidents that are created from chat will contain the full chat transcript.
Even though the chat/interaction workspace is set to create an incident, there are two scenarios where chat will not have an associated incident saved.
- Cancel the creation of an incident prior to the completion of a chat session as explained in Answer ID 7634: Chats do not have an incident associated.
- Improper chat termination leading to chat incident not saved as explained in Answer ID 9768: Chat incident not saved when console crashes or loses connectivity.
In addition to these scenarios, it is possible for chat to have an associated incident stored and not have the chat transcript saved in the incident. Here are steps to help illustrate such a scenario:
1. A chat is accepted by the agent
2. Save the associated incident
3. Send and receive chat text from end-user
4. Wrap-up the chat. You will see the chat transcript is added to the incident, but the thread is not yet saved
Scenario #1
5. Set a required field to No Value (this can be done via a workspace rule as well)
6. Terminate - a warning will appear that a field is required.
7. Close the workgroup by pressing the X button
8. Click No when asked "Do you wish to save your changes?"
Scenario #2
5. Close the browser tab in BUI or hard shutdown the agent console in .NET [before terminating the chat]
When you re-open the incident, you will see that incident is still associated to the chat, but there will not be any chat transcript in the incident.
The incident transcript can be added later on to the incident, by using a chat report (such as All Chats - AcId 3017) > locate the chat > right click on the Chat ID column > Add > Add to Incident > search the relevant reference number > Select > the incident workspace will open and the Chat Transcript will be added to the thread > Save the incident to add the chat transcript.
