Posted: 6 Dec 2019 5:42 EST Last activity: 8 Jan 2020 8:31 EST
Thread switching when moving between interactions tabs
I noticed a problem of context when we switch between the tabs of the interactions.
This problem only exists when there is an open service case ( Intent task ) in each of the interactions.
For example, if you have a task opened in Interaction A and a second task opened in Interaction B (Interaction B active tab), if we go back to the interaction A, the interaction ID that is taken into consideration is that of the B interaction.
If we do not have any open cases in the interactions, the context changes when we switch between the tabs.
Does anyone faced this issue ?
***Edited by Moderator: Lochan to update platform capability tags***
Hi Ahmed, can you please clarify the issue? What do you mean that the context doesn't change in the clipboard? Are you expecting the clipboard to automatically show the thread of the interaction that's in focus in the Interaction portal? I don't think this ever happens. I tried it in our 8.2 OOTB application and was not able to see this working.
Yes, i mean that the thread of the clipboard does not show the interaction in focus, and this is causing an issue when trying to lunch a service case from the other interaction. In fact, the service case is created with the wrong interaction ID.
A manual refresh of the harness when switching between the interactions is needed before lunching any service case.
Posted: 2 years ago
Posted: 8 Jan 2020 8:31 EST
Amit Patel (Amit_Patel)
Director, Customer Service Engineering
Clipboard would start with the thread in focus when it was launched. It would not refresh if you navigate between interactions. However, the service case being created has nothing to do with which thread is in focus on the clipboard. Can you please describe step by step what you are doing? Based on the other posts, here's what I'm hearing. Please tell me if this is incorrect.
Launch the Interaction portal
Create an interaction, A
Create an interaction, B
Switch back to A, and launch a service process, A1. Is this one associated with Interaction A?
Switch to Interaction B and launch a service process, B1. Which Interaction is this one associated with, A or B?
If the service process in step 5 is associated with Interaction A (as seen by the CAParentID property), that is a indeed a bug. And, it's one that I've never seen before OOTB. If you file the SR, GCS can further clarify the scenario over a screen share.