Closed Abandoned Interactions not generating transcript

[aaratidhava]

I've enabled Business Rule 'Append Internal Chat Transcript' in my instance.
While testing I observed for Closed Completed transcript is attaching. But for Closed Abandoned transcript is not attaching. 
Scenario 1: User Live agent support request raised from VA. Agent is not available and that time closed complete interaction was created along with transcript.

Scenario 2: User Live agent support request raised from VA. Agent is available and he accepted the request then interaction is creating. After conversation and once fulfil the issue, it will move to closed complete was created along with transcript.

Scenario 3: User Live agent support request raised from VA. Agent is available and taking too time accept the request and then interaction was created and updated to closed abandoned. But there is not transcript available
Scenario 4: User Live agent support request raised from VA. Agent is available and he accepted the request then interaction is creating. But user ended the session. This time agent is closing the chat with closed abandoned. But there is not transcript available.


Anyone please guide me here. What's exactly issue and is there any custom approach available for this?

[Mark Manders]

A 'closed abandoned' session means that no follow ups are needed (even if an interaction record is already created). So there is no need for a transcript.

[aaratidhava]

Thank you for the clarification.
I noticed that the OOB Business Rule 'Append Internal Chat Transcript' is configured to run when the interaction state changes to both Closed Complete and Closed Abandoned.

During my testing, the conversation record exists for Closed Abandoned interactions, but updateInteractionInternalTranscript() return false, and the transcript remain blank.

Could you help me understand the rationale behind executing the OOB Business Rule for Closed Abandoned interactions if a transcript is not expected to be generated?
Also, is there any ServiceNow documentation or knowledge article that explains this behavior? If so, could you please share it?