Duplicate Virtual Agents running in different tabs

[Diana27]

Hi, when clicking a link in Virtual Agent to display a ticket the portal is opening in a new tab with the details of the incident.  A new VA chat is opening in that tab.  Now there are 2 VA chats going on in both tabs.  The original one with the links and a new one with the details of the ticket.  How can we show the details of the ticket without starting another VA chat?

Thank you,

Diana

[Anurag Tripathi · Accepted solution]

Here

[Diana27]

Hi Anurag,

Thank you, I've added sysparm_load_active_only=true to the end of that statement, but it still opens 2 chats.

$ctrl.vaSource = '/$sn-va-web-client-app.do?sysparm_nostack=true&sysparm_stack=no&sysparm_load_active_only=true';  

We are in the Utah release if that makes a difference.

Thank you,

Diana

[Anurag Tripathi]

try and add this also  sysparm_skip_load_history=true

along with sysparm_load_active_only=true

[Diana27]

Hi Anarag,

I figured out what was wrong.  Someone added skip_load_history: true to the Service Portal Agent Chat configuration.

Thank you so much for all your help!

-Diana