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Problem with chat and USS

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  • 1.  Problem with chat and USS

    Posted 12-20-2016 12:22 AM

    Hi everyone, I have installed a Service Desk 14.1 environment with EEM + PAM + SDM + SC + USS. I was asked to enable the live chat from the USS so any end user could communicate with an analyst, but I got the following message when trying to open it as an end user “Sorry, it was not possible to launch Support Automation Client (CHANGING_ROLE_ID)”.

    I tested the chat function logging with the same user in the SDM interface and it works perfectly, but can’t figure what’s happening in the USS interface.

    Please any help will be appreciated.

    Thanks!



  • 2.  Re: Problem with chat and USS
    Best Answer

    Broadcom Employee
    Posted 12-20-2016 09:46 AM

    Kevin,

     

    Does the problem outlined here match what you are seeing?

     

    https://support.ca.com/irj/portal/kbproblem?docid=626720&productcd=US4SM&problemnbr=3#properties 

     

    If so it appears you may need a test fix.



  • 3.  Re: Problem with chat and USS

    Posted 12-20-2016 07:43 PM

    Hi Alexander, 

    Thanks for the input. You were correct, I opened a case with support to get the patch to fix the issue. 

     

    Thanks!