Skill-Based PSR Not Deleted When Case Owner Changes on Chat Acceptance

We can configure Embedded Service Deployment to have a case created for a chat session. By default, we know the case gets assigned to the agent who picks up the chat.

Under certain situations (as one described below), we have observed that the Pending Service Routing(PSR) corresponding to the case is not deleted when its owner changes to an agent.

• Configure an Embedded Service Deployment that also creates a case
• Create a flow on case to create a skill-based PSR in the after-insert context
• Observe that when the chat is picked by the agent and the case ownership changes to the agent who has picked the chat, the Skill-Based PSR created against the case is not deleted. 

Note:

If we manually change the ownership of this case from a queue/user to another user, the PSR is deleted. It is only when the ownership is changed when the agent accepts the chat, we notice the PSR remains in the system.