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Chats do not have an incident associated
Answer ID 7634 |
Last Review Date 12/18/2018
We have recently observed chats that do not have an incident associated even though our workspace options are set to do so. Why is this happening?
Environment:
Chat, Agent Console
Resolution:
In the enhanced console, it is possible to cancel the creation of an incident prior to the completion of a chat session. This will result in a chat with no incident association.
If your chat workspace options are set to create/associate a related incident at the beginning of a chat, an incident reference number will be reserved. However, the incident will be committed to the database only after the chat is terminated.
Therefore, if before terminating a chat, an agent clicks on the reference number, selects "Open" and then clicks on "Cancel" the following warning message will be presented:
By selecting "Yes", the association between the chat and the incident will not be committed.