Attaching records via Sidebar Component to multiple Omni Transcripts only retains one record lookup

Attaching records via Sidebar Component to multiple Omni Transcripts only retains one record lookup

Live Agent , Service Cloud Console

Last updated 2018-09-12 ·Reference W-4153161 ·Reported By 6 users

Fixed - Winter '19 Patch 5.0

Summary
When utilizing Sidebar Components with 2 or more active Live Agent Chats via Omni-Channel Routing, the lookup records will only retain one of the values instead of different values chosen for the different chats.

Repro
***Prerequisites to Reproduce:
-Chat button must use Omni-Channel Routing
-Queue should be setup to handle the following object: Live Chat Transcript
-Page Layout for 'Live Chat Transcript (In Progress) Layout' should have custom console components added lookup items (This should be enabled by default but if not create lookups to Contact Name and Account Name)
-Chat capacity should be set to at least 3.


1. Go Online via Omni-Channel and start 2 or more chats.

2. When the chats are connected, populate the right side lookup components with 2 different contacts.

3. Make note of which Transcript has which contact. Close out the chats via the "End Chat" button (Either visitor or agent side works).

4. Close out of all the tabs for the ended chats very close to each other, then enter the transcript numbers in the search within Console.

5. When you bring up the Transcript records, the Transcripts will have the same owner within the Contact Field even though there were different lookups chosen.

Workaround
There are 2 workarounds available:

1. Ensure only 1 chat is active at the time you are utilizing the sidebar component.

2. Populate the lookup fields within the record itself instead of using the sidebar components.

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP14 AP15 AP20 AP21 AP22 AP28 CS1 CS2 CS3 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS110 CS11 CS116 CS12 CS137 CS138 CS13 CS14 CS15 CS152 CS151 CS16 CS17 CS18 CS19 CS20 CS21 CS22 CS23 CS24 CS25 CS26 CS27 CS28 CS29 CS30 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS47 CS50 CS51 CS52 CS53 CS54 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS70 CS71 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS82 CS83 CS84 CS85 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS93 CS94 CS95 CS96 CS97 CS98 CS99 EU7 EU8 EU9 EU10 EU12 EU13 EU14 EU15 EU16 EU17 EU18 EU19 EU25 EU26 NA104 NA100 NA101 NA103 NA102 NA105 NA129 NA130 NA132 NA131 NA146 NA155 NA196 NA21 NA32 NA33 NA37 NA39 NA40 NA42 NA44 NA45 NA46 NA47 NA49 NA50 NA51 NA52 NA53 NA54 NA56 NA57 NA58 NA59 NA60 NA61 NA62 NA63 NA64 NA65 NA66 NA67 NA68 NA69 NA70 NA71 NA72 NA73 NA74 NA75 NA76 NA77 NA78 NA79 NA80 NA81 NA82 NA83 NA84 NA85 NA86 NA87 NA88 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 UM1 UM2 UM3 UM4 UM5

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.