Support Automation Closure Message Not Always Displayed

Document ID : KB000096850
Last Modified Date : 17/05/2018
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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:

function call_save()
    window.setTimeout("detailSave()", 500);

and change it to look like the following: 

function call_save() 

if (check_sa_hours(undefined)){ 
window.setTimeout("detailSave()", 500); 

else { 
show_response (msgtext("SA_Closed")); 

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.