Support Article
Chat calendar not in sync with the Chat server
SA-70311
Summary
Unable to connect to the chat queue when a day (for example, 22 November 2018 (Thanksgiving)) is marked as a holiday in the calendar for a queue in a chat with America/New York time zone. The chat window at the user end displays as Unavailable though the Customer Representatives (CRs) are available and they are unable to receive chats.
This issue started on 21 November 2018 at 19:00 America/New York – EST time (00:00 GMT time) though the CRs are available until 21:00 America/New York – EST time.
Error Messages
Not Applicable
Steps to Reproduce
- Create a queue with a chat calendar America/New York(EST) of Time Zone.
- Set the time and set tomorrow’s date as a holiday.
- Sync the server.
- Connect the chat queue as the GMT 00:00 time. The chat queue is unavailable though the time is not reached in EST timing.
Root Cause
A defect in Pegasystems’ code or rules.
The queue calendar time zone was not synchronized with the chat server.
Resolution
Apply HFix-49698.
Published January 30, 2019 - Updated December 2, 2021
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