Winter 17 - Deleting picklist value from Live Agent Quick Text Category field causes Live Agent login attempts to fail
Last updated 2018-05-05 ·Reference W-3427935 ·Reported By 2 users
Some customers may have noticed that their end users are unable to log in to Live Agent via the Service Console, the status would automatically flip back to Offline with out any error.
The root cause for this was determine to be , that if Quick Text records exist that are associated with the Live Agent channel and a user deletes the picklist value from the Category field that these Quick Text records are using, choosing to set them as blank during the delete process, all login attempts to Live Agent will fail.
-Create a Quick Text record via the Quick Text app, setting the Channel to Live Agent and taking note of the category you choose.
-In Setup, go to Quick Text > Fields, click the Category field, and delete the pick list entry that corresponds to the one you chose in the previous step.
-Choose to replace existing values with blank
-Attempt to login in the LA widget. You'll quickly be put back into an offline state.
- Choose to replace values with an existing picklist value either during the delete process or manually, OR,
- Remove the Live Agent channel from the affected Quick Text records, OR
- Delete the affected Quick Text records.
Is it Fixed?
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