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 326 ·Updated 4 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 140 ·Updated 2 days ago

Missing or duplicate emails when "Stop Automated Field Updates from Suppressing Email Notifications" is enabled


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 201 ·Updated 5 days ago

Online agents are having duplicate entries intermittently when loading the supervisor

Service , Lightning , Omni-Channel

The supervisor has duplicate entries and inconsistent states for the same agent.

In Review ·Reported By 21 ·Updated 2 days ago

[CDN] Community users cannot share large files with internal teams

Service , Communities

Salesforce allows file sharing up to 2GB but Communities using Akamai CDN to share files have a limit of 1.8GB.

In Review ·Reported By 1 ·Updated 2 days ago

Community Users receiving "You can't submit this case comment" when attempting to add a comment to a case.

Service , Communities

When an email alert is tied to a case comment automated action (Process, Workflow Rule) and the email template used is not public, Community Users are unable to add comments to Cases.

In Review ·Reported By 32 ·Updated 4 days ago

Accessibility: There is No Way to Add HTML Alt Tags to Images for Classic Letterheads

Service , Lightning , Disability and Product Accessibility

In Salesforce Classic letterheads, there is no way to add alt tags to images. Alt tags provide screen readers with the information they need to describe images.

No Fix ·Reported By 1 ·Updated 4 days ago

Default help text and button of some Case custom quick actions incorrect/confusing in Lightning

Service , Lightning

When creating a custom action on Case object in Lightning, the label in the quick action shows "Create new..." and a button which says "Add". Whereas in Classic we showed something like "Click here to expand Update Case action." and no button. This occurs for the following custom quick actions with...

In Review ·Reported By 15 ·Updated 8 days ago

Chat still appearing in Omni Supervisor even after Cancelled by Visitor

Service , Omni-Channel

Potential deadlock can occur when a chat is canceled and the related agent work is being updated at the same time, leading to the chat still appearing in Omni Supervisor

In Review ·Reported By 14 ·Updated 8 days ago

Recently used templates are not showing the recent email template menu on cases


Recently used templates are not showing the recent email template menu on the Email Message record page when replying to an email on a case. LEX email template is of Related Entity Type- Case is not visible in the insert template menu when email composer is opened by clicking on Reply/Reply All/Forward...

In Review ·Reported By 2 ·Updated 9 days ago

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