Live Agent: Default record types are not set on Live Agent Session and Live Chat Transcript objects on create
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Live Agent: Default record types are not set on Live Agent Session and Live Chat Transcript objects on create

Live Agent

Last updated 2014-04-24 ·Reference W-1576525 ·Reported By 1 users

Fixed - Spring '14

Summary
When record types have been created on the "Live Agent Session" and "Live Chat Transcript" objects, and default record types have been set on user agent profiles, the expected default record types are not set when session and transcript records are initially created. Instead, the record type field is null, which means that the "master" record type, and it's page layout are used.

Repro
1. Create record type(s) for the Live Agent Session and Live Chat Transcript

2. Add the record type to your page layouts on the Session and Transcript objects

3. On the profiles assigned to your users/agents, set a default record type for both the session and transcript objects

4. Go online with an agent, take a chat, end the chat, save the transcript then go offline (this will also insert the Live Agent Session record).

5. Go to view the session and transcript recreated that were created, and you should notice that the expected default record type that was assigned to the agent profile is not used.

Workaround
None Available - set/edit the record type values post create

Reported By (1)

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