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.