Live Agent Interactions not creating case records
|Knowledge Article Number||000233645|
|Description||When using a Live Agent pre-chat form or deployment API to automatically create cases, the agent accepting the chat must have permission to write to all of the configured fields otherwise it will proceed without creating the case.
Example pre-chat configuration:
<input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Subject,CaseSubject;Status,CaseStatus;Origin,CaseOrigin" /> <input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Subject,true;Status,true;Origin,true" /> <input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true" /> <input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case" value="CaseId" />
In the above example from a pre-chat Visualforce page we are populating the automatically created case with Subject, Status and Origin.
If the agent answering the live chat does not have write access to these fields the case will not get created.
|Resolution||The issue is caused by the answering agent not having write access to the relevant field.
1) Update the agents' profile to include write access to the case fields that are configured in the pre-chat/deployment API
2) Create permission sets for the agents to include write access to the case fields that are configured in the pre-chat/deployment API