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 246 ·Updated 6 days ago

Unexpected Milestone Violation with Simultaneous Completion Date and Unchecking 'Stopped'


Milestone Violation occurs on a 'Stopped' Case Milestone when the 'Stopped' field is unchecked upon Case Closure while simultanously populating CaseMilestone CompletionDate.

In Review ·Reported By 27 ·Updated Yesterday

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

In Review ·Reported By 18 ·Updated Yesterday

Notification sent to Case Contact when Cases are merged in LEX

Service , Lightning

Merging cases in LEX adds a private case comment. When "Enable Case Comment Notification to Contacts" is on in Support Settings, the Case Contact receives notification of that case comment. Expected Result: Since the comment being added is private by default we should not be sending this...

In Review ·Reported By 18 ·Updated 2 days ago

Error is thrown when looking up email addresses from Email Action To field and selecting Account Contacts

Service , Platform Encryption , Lightning

The following error is thrown in Lightning when looking up email addresses from Email Action 'To' field and selecting Account Contacts when Platform Encryption is enabled on Email field in contacts. "Unfortunately, there was a problem. Please try again. If the problem continues, get in touch with...

In Review ·Reported By 5 ·Updated Yesterday

Channel Menu chats do not persist moving between custom domain and domain


As a result of using the Experience Site domain instead of, customers are unable to configure session continuity for Embedded Chat within Channel Menu between external domain pages hosting Channel Menu deployments and Experience Cloud pages. This applies even with the same storageD...

In Review ·Reported By 0 ·Updated 2 days ago

Lightning Knowledge Migration Tool would merge multiple article types to one record type

Service , Knowledge , Lightning

When the classic Knowledge contains 37 or more Article types, Lightning Knowledge Migration Tool considers articles with prefixes KA(A-Z) and KA(a-z) as same and maps to same record type. i.e., KAA and KAa records mapped to one record type ; KAB and KAb records are mapped to another record type. Ideally...

In Review ·Reported By 0 ·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 10 ·Updated 3 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 158 ·Updated 6 days ago

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 36 ·Updated 6 days ago

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