Known Issues · Service
Email Template: Case Thread ID in an email template is stripped
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
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
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
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
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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