Known Issues · Service
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 195 ·Updated 2 days ago
When an action is performed that would result in an email notification being sent the recipient may receive duplicate email notifications or no email notifications when the "Stop Automated Field Updates from Suppressing Email Notifications" critical update is enabled.
In Review ·Reported By 125 ·Updated 2 days ago
Case created by external user via Snap-In Offline Form does not fire case assignment rules
Case created by external user via Snap-In Offline Form does not fire case assignment rules
In Review ·Reported By 127 ·Updated 4 days ago
Einstein Bot is not sending messages back to the connected Whatsapp Channel
Service , Messaging , Lightning , Einstein Bots
When a Whatsapp channel is connected to an Einstein Bot, messaging into the Whatsapp channel does not trigger the Bot to respond
In Review ·Reported By 67 ·Updated 3 days ago
[Lightning] Case Milestone component doesn't auto-refresh when milestone details updated through automation, such as triggers, process builder, workflows, etc. Note: This behavior may also be seen in conjunction with implementing the 'Auto-Complete Case Milestones' exercise in our Admin Guide to Entitlement...
In Review ·Reported By 39 ·Updated Yesterday
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 46 ·Updated 2 days ago
Service , Service Cloud Console
In Classic, immediately after Saving a newly created Macro comprised of a Select Email Action, the instruction to ‘Apply Email Template’ reverts to ‘The instruction isn't available’. Subsequently attempting to Run the macro results in an error: 'There was an error running the Macro. Take a look...
In Review ·Reported By 46 ·Updated 3 days ago
Winter '20: Quick Text is listed twice in object settings when viewing a profile in setup
When editing a user profile the object Quick Text will be listed twice in object settings of a profile when in Setup.
In Review ·Reported By 77 ·Updated 4 days ago
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 18 ·Updated 2 days ago
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 1 ·Updated Yesterday
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