Calling closeAgentWork on lightning:omniToolkitAPI in Lightning console does not set ActiveTime on AgentWork record
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Calling closeAgentWork on lightning:omniToolkitAPI in Lightning console does not set ActiveTime on AgentWork record


Last updated 2020-02-12 ·Reference W-5231645 ·Reported By 4 users

Release In Progress - Summer '20

If a customer has implemented a custom lightning component that can close Omni work via closeAgentWork, the ActiveTime for that agent work will not be populated.

- Create an organization with Omni channel enabled.
- Set up Omni channel to deliver cases
- Set up an agent to receive cases from Omni-channel
- Enable Lightning in the org
- Create a lightning component with the following code:

Component code:
<aura:component implements="flexipage:availableForAllPageTypes,flexipage:availableForRecordHome,force:hasRecordId" access="global" >

<lightning:omniToolkitAPI aura:id="omniToolkit" />
<lightning:button label="Close" onclick="{! c.closeWork }" />


JS Controller code:

closeWork: function(cmp, evt, hlp) {
var omniAPI = cmp.find("omniToolkit");
omniAPI.getAgentWorks().then(function(result) {
var works = JSON.parse(;
var work = works[0];
omniAPI.closeAgentWork({workId: work.workId}).then(function(res) {
if (res) {
console.log("Closed work successfully");
} else {
console.log("Close work failed");
}).catch(function(error) {


- Search for Lightning App Builder and create a new Lightning Record Page for Cases
- Add the lightning component to the lightning page and Activate it for the org.
- Create a lightning console with Omni channel in it.
- Log an agent in, add a case to the omni queue, and accept it with the agent.Note that case should not created manually for Active time to be populated.
- Click the 'Close' button in the lightning component for the case that opened.
- Run a query in workbench using the id of the case that was accepted, and verify it was Closed, then verify that the ActiveTime was not populated.

Select id, handletime,status, activetime from AgentWork where workitemId = 'created_case_id' order by createddate desc

No workaround if API use is required in this scenario.

Is it Fixed?

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