Details
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Bug
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Status: Open
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Major
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Resolution: Unresolved
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chat 3.14.0
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None
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Software (SOFTWARE)
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Sprint# 47 (22 Mar - 4 Apr), Sprint# 49 (21 Apr - 4 May)
Description
There are 2 scenarios
Scenario 1: Minor issue but related to scenario 2
Agent 1 is on active chat
Agent 2 is available
Restart comm-server
Wait till it get healthy
Close the chat from Agent 1
It will still remain in active state but you can change the state to not ready and ready
Agent 2 doesn't have any impact and you can change the states
Scenario 2: Major one and it is an impact of scenario 1
Agent 1 is on active chat
Agent 2 has a chat to answer (its in active state but didn't answer the chat yet)
Stop Comm-server
Initiate 2 more chats (1 would go to Agent 1 and 1 to Agent 2)
Start comm-server
Wait till it gets healthy
No chat is coming to any agents
Answer the chat from Agent 2 (chat that was on alert before restart comm-server)
close the chat
Agent will remain Active and you can't change the state and the reason is that it already has a chat request that we sent after stopping comm-server
Workaround: Re-login agent