Salesforce Known Issues
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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 191 ·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 137 ·Updated Yesterday

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 51 ·Updated Yesterday

Email Message FeedItem Inline Images show as Broken after My Domain is deployed

Content and Files , Service , Service Cloud Console

Preview image no longer loads in email feed items in Service Console as well as images are broken when attempting to load the images separately. This occurs post deployment of the My Domain.

In Review ·Reported By 57 ·Updated 2 days ago

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 211 ·Updated 6 days ago

VoiceCall record pages with the Conversation Body component show an error after the call ends

Service , Spring 21

When a user views a VoiceCall record homepage that includes the Conversation Body component after a call ends, the user will see a red error message that says, “We had an unexpected error. Try again or contact your Salesforce admin for help.” This error message is displayed in two situations: -...

In Review ·Reported By 2 ·Updated 2 days ago

Embedded Service Snap-In button for offline support incorrectly displays agent available text

Service , VisualForce , Live Agent , Service Cloud Console , Lightning , Omni-Channel

When no agents are available and a chat visitor clicks on the offline support chat button to submit an offline support form if, in a short timeframe they close the offline form window without submitting the form, the text on the minimized component incorrectly displays text as if agents are online. However,...

In Review ·Reported By 14 ·Updated 3 days ago

Feature Request: Add ability to select existing Salesforce Files for images in Lightning Knowledge articles

Content and Files , Service , Knowledge , Spring 18 , Lightning

This Known Issue (KI) is a continuation of the previous one here: Images added to a Rich Text Area field on a Knowledge Article created in Lightning are visible only to the creator https://success.salesforce.com/issues_view?id=a1p3A000000mCiTQAU Reference: W-4428041 With Spring '18 the KI above...

In Review ·Reported By 50 ·Updated 4 days ago

Chats end in ConnectionTimeout Event intermittently when navigating randomly between subpages on a website

Service , Sites , Live Agent

When navigating/ re-loading between subpages, dropped/lost session time-outs intermittently occur.

In Review ·Reported By 14 ·Updated 4 days ago

Entitlements Sample data being created in Spring '21 orgs

Service , Salesforce DX , Spring 21

Scratch Orgs created with Spring '21 release with "hasSampleData": false, will have the following sample data: an Entitlement record called "Sample Entitlement", which is associated with an Account called "Sample Account for Entitlements". It gets added as part of the Spring '21 feature https://help.salesforce.com/articleView?id=release-notes.rn_service_case_management_entitlements.htm&release=230&type=5...

In Review ·Reported By 11 ·Updated 4 days ago

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