Salesforce Known Issues
Trailblazer Community

Live Chat Transcripts stuck in a status of 'In Progress' or 'Waiting'

Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots

An agent leaving a chat and/or visitor ending a chat can result in the Live Chat Transcript record to be lost to race conditions causing the status to become stuck in either “In Progress” or “Waiting” Note: There are other ways in which transcripts can become stuck with a status of "In Progress" or...

In Review ·Reported By 268 ·Updated 2 days ago

Cannot save Case created via Email-to-case in Lightning if Case Source field is Editable

Service , User Interface , Lightning

If the "Case Source" field is Editable on the Case Page Layout, in Lightning Experience the end User will receive "Review the following errors" if the Source is populated with an Email Message record.

In Review ·Reported By 167 ·Updated Yesterday

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 206 ·Updated 5 days ago

Intermittently, Messaging Session record creation fails to save when a triggered via Process Builder or Flow.

Service , Metadata , Service Cloud Console , Flow , Process Builder , LiveMessage , Omni-Channel

Intermittently, Messaging Session record creation fails to save when a triggered via Process Builder or Flow using the 'MessagingNotification' action

In Review ·Reported By 20 ·Updated 2 days ago

Change Owner notification is being triggered via workflow or update in an action in Lightning when “Notify Case Owner of New Case Comments” is checked

Service , Workflow , Lightning

Cases created in lightning experience will generate an email notification to the new case owner when the ownership is changed via a workflow rule and the “Notify Case Owner of New Case Comments” is select in Support Settings. This is regardless if the option to notify assignee is selected in the workflow...

In Review ·Reported By 19 ·Updated 2 days ago

Macro fails when performing email action with template including any Recipient.* handlebar merge field

Service , Service Cloud Console

Macro fails when performing email action with template including any Recipient.* handlebar merge field

In Review ·Reported By 15 ·Updated 2 days ago

Gantt shows incorrect hours on days where daylight savings end

Service

Gantt shows incorrect hours on days where daylight savings end.

In Review ·Reported By 15 ·Updated 2 days ago

Console tabs will open on browser refresh for open status-based capacity work regardless of whether tabs were open for those work items before refresh

Service , Service Cloud Console , Lightning , Omni-Channel

Tabs will open on browser refresh for open status-based capacity work regardless of whether tabs were open for those work items before refresh

In Review ·Reported By 11 ·Updated 2 days ago

Article Answers fails when specifying custom fields to return

Service

When specifying a custom field under "additional fields to return" in Article Answers, the action results in an exception during chatbot runtime.

In Review ·Reported By 1 ·Updated Yesterday

Error message when closing all tabs with Shift + W

Service , Lightning

Error message when closing all tabs with Shift + W

In Review ·Reported By 13 ·Updated 3 days ago

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