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After upgrading to Zurich Patch 1 Hot Fix 1, the default AWA chat capacity is not being honored. Agents are being assigned more chats than the defined maximum limit. This defect is fixed in Zurich Patch 3 and in Australia. Steps to Reproduce -Log in to the Zurich Patch 1 Hot Fix 1 instance -Configure the Default capacity to 2 https://<instancename>.service-now.com/awa_queue.do?sys_id=7724f9902b2872105afcfc886e91bf8c -Impersonated an agent in my case using the ITIL user that was made available. -Initiated live agent chat across three different sessions and noticed that the agent received all three interactions and was able to accept them.
The agent should not receive more than 2 requests.
The agent is being offered more than the defined maximum capacity. Workaround -Go to sys_script.LIST -Import the business rule (sys_script_3683c6e053e03210c8969b0a10e5e635.xml) that was created as part of the workaround Name: PRB194641_workaround NOTE: Business rule is attached to the PRB1946412 and KB2555553
PRB1946412
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