If an employee attempts to access the live chat feature outside of the specified support hours, the end users received the following error message:
"Support Automation is currently closed. Please contact Service Desk Administrator".
However if I use the direct link, like this example:
You can access the system directly and bypass the hours of service.
Why is this occurring and is there a way to keep the environment consistent?
Service Desk Manager 17.1 and older releases
This is caused by a defect, which is being tracked with the id: DE41313
This defect will be addressed in a future published fix.
You may also use the following workaround to resolve the problem prior to the release of the published fix:
1. Open Web Screen Painter, and open the Employee version of detail_sa_user_route.htmpl.
2. Find the following:
and change it to look like the following:
3. Save and Publish the form.
4. From a command prompt run:
5. Users may need to restart their browser session, or clear their browser cache for the change to be displayed.