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Chat link on web

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Author

Message

11/07/2012 13:07:49

Subject: Chat link on web

Jannec
SysAider

SysAider from release 5.6

Joined: 28/05/2009
Messages: 4
Offline

Hi sysaiders,
We have a CHAT link on our web pages.
When no admins logged then in this case our end users get always the message "Your submission of a new service request has failed. Please try again"

Online is running correctly.
When I am OFFLINE (chat) but logged - OK

I have 2 queues WEB (link) and SUPPORT (sysaid client).
Any idea how set up it to be correct

TIA
JanN

This message was edited 1 time. Last update was at 12/07/2012 12:08:41

23/07/2012 07:40:20

Subject: Re:Chat link on web

leon.shlimak
SysAid Customer Relations

Joined: 28/09/2011
Messages: 68
Offline

Dear Jannec,

I am not exactly sure what the issue is.
If it is the text itself, it can be edited under Customize > Translate > download > edit > chat.endUser.newSR.failure.1 > upload > save.

What does "When I am OFFLINE (chat) but logged - OK" mean?

Otherwise, I couldn't understand what the issue is. Please elaborate some more.

Cheers,
Leon

23/07/2012 08:19:17

Subject: Re:Chat link on web

Jannec
SysAider

SysAider from release 5.6

Joined: 28/05/2009
Messages: 4
Offline

Dear Leon
I have no problem with translation.
The problem is that:
Our clients often receive the message: "Your submission of a new service request has failed. Please try again"
and the service request is not written into the database.

If our administrator is online on chat (logged to queue), everything is fine - a chat session is open. No problem.

If no one is online on chat then the message from the client is expected to be written to the SR - offline.

In most cases the client will receive the message "Your submission of a new service request has failed. Please try again" and his SR is not recorded.
When the message "Your submission ....." is displayed, the field "Queue" is cleared and the form no longer does anything.
The field "Queue" is not editable" (number of chat queue is defined in the link on our web)

To sum it up:
What is the reason of this message "Your submission of a new service request has failed. Please try again" ?

Thanks
Jan

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