Email Template: Case Thread ID in an email template is stripped

Service , Messaging

When using an email template with Case Thread ID merge field ({!Case.Thread_Id}) to send outbound email from a case, the thread id is stripped.

In Review ·Reported By 144 ·Updated Today

Winter '20: Quick Text is listed twice in object settings when viewing a profile in setup

Service , Winter 20

When editing a user profile the object Quick Text will be listed twice in object settings of a profile when in Setup.

In Review ·Reported By 48 ·Updated Today

Lightning & Communities: User receives "insufficient access rights on cross-reference id" due to “Notify Case Owner of New Case Comment" being checked

Service , Workflow , Communities , Lightning

A user will receive the following error message when updating or creating a case in Lightning that triggers an email alert: "insufficient access rights on cross-reference id" This occurs when the email folder that the email template is contained in is not public or shared with the user and the...

In Review ·Reported By 27 ·Updated Today

Special characters are not rendering in Web Snap-ins


When using client side module loader (require.js ) to load javascript files along with Web Snap-Ins, special characters are escaped.

In Review ·Reported By 22 ·Updated Yesterday

Omni-channel becomes unresponsive when agent quickly accepts or declines 5+ work items

Service , Omni-Channel

If an agent accepts or declines 5 or more work items in Omni-channel very quickly (for instance via auto-accept), the Omni client becomes unresponsive, not allowing the agent to change presence status and not releasing capacity when work tabs are closed.

In Review ·Reported By 15 ·Updated Yesterday

Updating a record after using Quick Text is resulting in an ISE

Service , Winter 20

Updating a record after using Quick Text is resulting in an ISE thrown which can be found with the following error: "lib.gack.GackContext: java.lang.IllegalStateException: Programmer Error: attempt to save object not in TransactionEntityObjectMap: id = 500..."

Scheduled - Spring '20 ·Reported By 2 ·Updated Yesterday

Lazy Loading Library can't deal with visibility rules

Service , Service Cloud Console

Lazy Loading Library can't deal with visibility rules

Scheduled - Spring '20 ·Reported By 1 ·Updated Today

Lightning Console: Switching between primary and sub tabs may reset focus or page position in primary tab to top or different location

Sales and Marketing , Service , Knowledge , User Interface , Lightning

When viewing a record in lightning console and opening a subtab, user's page position or focus is not maintained and may be reset to the top or different page location when switching between record's primary and sub tabs.

Scheduled - Spring '20 ·Reported By 1 ·Updated Yesterday

When navigating between pages quickly and chatting an agent (embedded services), the chat can disconnect

Service , Live Agent , Omni-Channel

A visitor is disconnected from chat if moving between web pages rapidly.

Scheduled - Spring '20 ·Reported By 6 ·Updated 3 days ago

Macro using 'Apply Email Template' shows "The instruction isn't available." when a custom Email Quick Action API name is "Email"

Service , Service Cloud Console

In Classic, immediately after Saving a newly created Macro comprised of a Select Email Action, the instruction to ‘Apply Email Template’ reverts to ‘The instruction isn't available’. Subsequently attempting to Run the macro results in an error: 'There was an error running the Macro. Take a look...

In Review ·Reported By 26 ·Updated 4 days ago

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