unable to open the sidebar discussion content

SukanyaP
Tera Contributor

‎08-29-2024 03:00 AM

Hi,

 

some users are unable to open the unread messages from the sidebar discussions.

It's continuously loading but unable to open. For reference, we have attached the screenshot.

 

Please help me out here, how to check further.

 

Thanks in Advance,

Sukanya.P

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10 REPLIES 10

Community Alums
Not applicable

‎08-29-2024 03:25 AM

Hi @SukanyaP ,

Please refer to this Article : https://www.servicenow.com/community/agent-chat-routing-and-sidebar/sidebar-faqs/ta-p/2309527

 

0 Helpfuls

Jaclyn 24
Tera Contributor

‎01-13-2025 07:17 AM

I have a user having the same issue. Were you able to find a resolution? 

tinayang15
Tera Expert

‎02-05-2025 06:39 AM

Did you ever find out what the issue and resolution was? It seems we are having the same issue.

tinayang15
Tera Expert
In response to tinayang15

‎04-09-2025 12:13 PM - edited ‎04-09-2025 12:24 PM

I submitted a SN support case and this was their response for our case scenario:


It will be fixed in Xanadu patch 7. 


Workaround for now is do the below:

Those with the side bar discussions notification unread that isn't working.

Change the url to yours:
INSTANCENAME: to your instance name
CHANGEIDHERE [In 2 places in URL]: Change it to the member.User document ID of the member you're trying to fix the solution for.

 

https://INSTANCENAME.service-now.com/sys_cs_collab_member_list.do?sysparm_query=active%3Dtrue%5Ememb...

 

After you make changes to the URL - then copy it and paste it into your browser and your filter should be set correctly. Then remove/delete all record that is found here. Should work after that.