Abandoned chat message stop sending

[Lynda1]

When users just leave the VA chat, VA closes that chat after 2-hours. It sends a message to the user at that time. This is not an issue for web portal chats, we have Teams integrated and the chats coming from Teams is where the "noise" comes from.

Any way to stop a message going out when this runs?

com.glide.cs.conversation_faulted_reason

[Carlos Dudoren2]

Hi Lynda,

Could you find a solution for this?

Thank you,

Carlos Dudorenko

[Lynda1]

No.  I stopped looking.  I updated the message that goes to the Teams VA with this and seemed to calm down the user complaint.

"Sorry for bothering you, I am just closing the conversation we had 2-hours ago."

[Carlos Dudoren2 · Accepted solution]

Hi Lynda,

I raised a case for ServiceNow Support related to this and a solution was provided:

1) Delete the related messages from the [sys_ui_message]. In my case I had one message in English and one translated message for each message type, so I deleted 4 records from the [sys_ui_message] table.

2) Delete the value form the following system property records:

- com.glide.cs.conversation_faulted_reason

- com.glide.cs.conversation_faulted_reason_with_pending_notification

Note: do not delete the system property, leave both system preperties with the value attribute empty/null.

3) Check that those notifications are no longer sent to end users.

Before executing the actions, take a backup as xml of the deleted and modified records, to restore if needed. I think that executing only the second step may resolve the issue as well, but in the raised case, both actions were suggested.

This is working fine for me.

Best regards,

Carlos Dudorenko

[Lynda1]

I will have to check these steps out.  Thank you so much for sharing this!!!