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• [OrgCS] Can't listen to the recording when the call was taken by a user with ECI perm Roughly starting around Apr 14th. Here are the cases that appear to be having a similar issue https://docs.google.com/spreadsheets/d/1enPTK3KcmAG7LiqDNpe87dSHA7TWQShwZNCQUHQz_Fk/edit?usp=sharing OrgCS Info Org ID - 00D30000000XsfG Instance - USA26 Note: We are on CC version 10.1…. Im trying to get our Admins to prioritize my request to update to latest version, but just FYI incase that matters.Here are 2 quick clips showing that we can Not listen to the recording when the call was taken by someone with the ECI perm (Clip 1)…. And that we can listen to the recording when the call was taken by someone without the ECI perm (Clip 2)…… It’s also odd that in the VC list view the Call Duration is not populated and when it is populated it seems to be the exact same for large groups of calls, if I go to view the field on the actual record though the call duration is unique/accurate. Clip 1 https://salesforce-internal.slack.com/files/U01G809VBC3/F056EHPH6RJ/screenshare_-_2023-05-04_7_04_21_pm.webm Clip 2 https://salesforce-internal.slack.com/files/U01G809VBC3/F0565F7RTK8/screenshare_-_2023-05-04_7_10_30_pm.webm One of the error logs: CallStructure not retrieved for VoiceCallId 0LQHx00000CF33VOAT. Error CallStructure not retrieved for OrgId 00D30000000XsfGEAS CallId 0LQHx00000CF33VOAT. File CallStructure.avro is not present in S3. This is the same root cause as {%a07EE00001QfZiSYAV}. SCV call owner was changed and ECI does not support change owner. Thus, call structure was saved in one location with original owner that was sent on create, but attempting to fetch with new owner and thus failing. Closing this bug as it s working as documented. Fyi @Mathew Hockaday @Yamuna Esaiarasan @ Internal - 44628759 - Talkdesk, Inc. - SCV: BYOT: Einstein Conversation Insight for Talkdesk Impact Information Original Severity Level: 2 Multiple cases from different customers?: No Previously working functionality STOPPED working?: Yes (since 2023/5/24 UTC) (ECI not working) Over 50% of users on Production (non-Sandbox) are blocked without any workaround?: Yes It s preventing an upcoming deployment, release, or milestone?: No Red Account?: No Executive Involved?: No Government Cloud?: No European Union Operating Zone?: No Reviewed by: Rajivkrishnan J | Technical Support Engineer Issue Einstein Conversation Insight for Talkdesk isn t working Actual Result Einstein Conversation Insight for Talkdesk isn t working Expected Result Einstein Conversation Insight for Talkdesk should be working Troubleshooting Investigation Template used: Service Cloud Voice (SCV) Template General Information When was the issue first observed? Please provide date and time of first occurrence: May 17 2023 Is it due to a release/patch?: NA Is there a workaround in place?: NA Is the issue reproducible only in a specific org? 00D4S000001bFF8 How many users are impacted? All agents Did existing functionality stop working? Is it a possible regression? NA Service Cloud Voice-specific Information Is the issue related to “SCV with Amazon Connect” or “SCV with Partner Telephony”? SCV with Partner Telephony Have there been any recent configuration changes to the customer’s Voice setup, either on Salesforce side or their telephony provider side (e.g.: Amazon Connect) that could be related? If so, please provide all analysis of these changes: NA Troubleshooting Steps I have checked for the below Voice call - 0LQ4S000001rAAkWAM and below is the analysis: Splunk index=NA135 00D4S000001bFF8 *0LQ4S000001rAAk* `logRecordType(zierr)` earliest=-10d 26 events (20/06/2023 12:54:55.000 to 30/06/2023 12:55:04.103) 28/06/2023 09:45:06.666 zierr`20230628094506.666`TID:25131000000de291eb`253539`0`0`0`````6b70127293f1b96e`-619260711304446286```-8:062`244.10.7```00D4S000001bFF8`0054S0000027UMx`938`92`188.251.198.78``x2rkIqC2zj0Q1OPm`bEiD8PoRUPR6YOEL`rlscvstg``15``FREE(db=FREE,api=Free)```````````````````````CI Error Logging``ZI``ConversationCallStructureAndInsightsResource`get`Fetching mentions and call structure failed for call: 0LQ4S000001rAAkWAM Exception Message:400:Bad Request, endpoint: VOICE_CALL, details: Couldn’t retrieve the voiceCall information for VoiceCallId 0LQ4S000001rAAkWAM, error Couldn’t retrieve Insights or CallStructure records for VoiceCallId 0LQ4S000001rAAkWAM..`sfdc.email.stream.EmailStreamingRemoteException: 400:Bad Request, endpoint: VOICE_CALL, details: Couldn’t retrieve the voiceCall information for VoiceCallId 0LQ4S000001rAAkWAM, error Couldn’t retrieve Insights or CallStructure records for VoiceCallId 0LQ4S000001rAAkWAM.. Additional Details Support Conclusion Need help in understanding why this is happening after trying in ECI enabled org. Previous Investigation/Bugs/User Stories https://gus.lightning.force.com/lightning/r/ADM_Work__c/a07EE00001Sxcf5YAB/view Reproducer in customer org (TMP-How to access LoginAs in customer org) What approvals have been provided to reproduce the issue? #BTChange process for LoginAs approved: [Y/N] Y LoginAs allowed for which org id: 00D4S000001bFF8 LoginAs allowed for which user id: 005xxxxxxxxxxxx Approved operations (e.g. read-only, create data, etc): REMINDER: Multi-Org Information must be added to org62 case (members outside of Support does not have access to orgCS Multi-Org Information) Steps to verify the issue on the customer org https://devstg-dev-ed.my.salesforce.com/ SF username: [email protected] SF password: wqSi) 0*]uvJI|z$YYz9nDW8. https://tdstgrlscv.gettalkdesk.com/ Td account name: tdstgrlscv Td username: [email protected] Td password: u o{m|NMB%,2@b} open the recording URL directly on your browser ? https://devstg-dev-ed.lightning.force.com/lightning/r/VoiceCall/0LQ4S000001rAAkWAM/view Reproducer in fresh demo org NA Additional Information N/A * This Investigation was requested by Support. Hello @Archana Vanam, Thank you so much for helping with the issue. Customer has come back after making modifications in their Apex class where the ConversationVendorHelper requests for signedURLs, ECI will get the response with the signed url for all the vendorCallKeys requested. However, they still seem to be facing the issue after this. I checked with the latest impacted Voice call ids provided by the customer and below is my analysis for the same: Voice calls: Voice call: VC-00001168 Id: 0LQ4S000001rwKjWAI Created Date:2023-08-09T10:06:07.000+0000VC-00001169 Voice call: VC-00001169 Id: 0LQ4S000001rwD5WAI Created Date: 2023-08-09T10:38:48.000+0000 0LQ4S000001rwKjWAI CORE: index=na135 organizationId=00D4S000001bFF8 logRecordType=vvcin 0LQ4S000001rwKjWAI earliest=08/09/2023:10:06:00 Link: here We can see the below in the logs. FetchConnectRecordings VoiceCallMetadataUpload isVendorMediaProviderActive index=na135 organizationId=00D4S000001bFF8 logRecordType=zierr 0LQ4S000001rwKjWAI earliest=08/09/2023:10:06:00 | reverse 8/9/23 10:06:10.471 AM zierr`20230809100610.471`TID:309192700000e93950`1354355`0`0`0`````7f28af92f8297f7c`-4747239406723642797```0Z:062`244.15.6```00D4S000001bFF8`0054S0000027UMx`33`29`85.244.164.112``3VluG37yTlHwvc+Y`8bW+HcnOOtSH6ZwA`rlscvstg``15``FREE(db=FREE,api=Free)```````````````````````ServiceCloudMediaPlayerDataProvider``ZI``ServiceCloudMediaPlayerDataProvider`getInitialData`VoiceCall 0LQ4S000001rwKjWAI was found without a VoiceCallRecording.` class = ServiceCloudMediaPlayerDataProviderhost = na135-app2-19-ia2.ops.sfdc.netpod = na135 8/9/23 10:07:26.282 AM zierr`20230809100726.282`TID:383780700000f50c7f`1285750`0`0`0`````57f4243020791ccf`-7087073893069518618```X_:062`244.15.6```00D4S000001bFF8`0054S0000027UMx`897`78`85.244.164.112``3VluG37yTlHwvc+Y`8bW+HcnOOtSH6ZwA`rlscvstg``15``FREE(db=FREE,api=Free)```````````````````````CI Error Logging``ZI``ConversationCallStructureAndInsightsResource`get`Fetching mentions and call structure failed for call: 0LQ4S000001rwKjWAI Exception Message:400:Bad Request, endpoint: VOICE_CALL, details: Couldn’t retrieve the voiceCall information for VoiceCallId 0LQ4S000001rwKjWAI, error Couldn’t retrieve Insights or CallStructure records for VoiceCallId 0LQ4S000001rwKjWAI..`sfdc.email.stream.EmailStreamingRemoteException: 400:Bad Request, endpoint: VOICE_CALL, details: Couldn’t retrieve the voiceCall information for VoiceCallId 0LQ4S000001rwKjWAI, error Couldn’t retrieve Insights or CallStructure records for VoiceCallId 0LQ4S000001rwKjWAI.. at sfdc.email.stream.EmailStreamingRemoteExceptionBuilder.build(EmailStreamingRemoteExceptionBuilder.java:86) at sfdc.salesforceiq.api.SalesforceIqConnectorResponseHandler.createEmailStreamingRemoteException(SalesforceIqConnectorResponseHandler.java:128) at sfdc.salesforceiq.api.SalesforceIqConnectorResponseHandler.handleResponse(SalesforceIqConnectorResponseHandler.java:75) at sfdc.salesforceiq.api.SalesforceIqConnectorResponseHandler.handleResponse(SalesforceIqConnectorResponseHandler.java:1) Coming to Non-core logs: Non-core: (index=distapps) source=OFEK environment=production 0LQ4S000001rwKjWAI earliest=08/09/2023:10:06:00 | reverse 8/9/23 1:50:53.767 PM { [-] __instance_name: ip-10-50-52-132.us-west-2.compute.internal _version: 6f2b92ef3ee05fd38a295c652b370070dc4d6a64 bonobo_data: { message : { failed_stage : download_service , error_message : /voicecalls/recordings/authorizations API Error, no valid access data found in composite response , pipeline : { input_id : 0LQ4S000001rwKjWAI , org_id : 493204, prod_id : 8c0c8d7189cd42b2aed474b872821311 , has_error : true, work_path : 0LQ4S000001rwKjWAI , is_local_file : false}, work_path : 0LQ4S000001rwKjWAI , is_local_path : false}, traceback : Traceback (most recent call last):\n File \ /bonobo_speech/base/base_flow.py\ , line 371, in run\n ) = self._execute_single_stage(\n File \ /bonobo_speech/base/base_flow.py\ , line 1331, in _execute_single_stage\n raise msg\n File \ /bonobo_speech/base/base_flow.py\ , line 1228, in _execute_single_stage\n stage_result = stage.run(**params)\n File \ /bonobo_speech/speech/stages/audio_downloads/download_audio_file.py\ , line 92, in run\n raise msg\n File \ /bonobo_speech/speech/stages/audio_downloads/download_audio_file.py\ , line 87, in run\n self._handle_file_download(pipeline_product, local_file_directory)\n File \ /bonobo_speech/speech/stages/audio_downloads/download_audio_file.py\ , line 102, in _handle_file_download\n local_filename_path = self._download_file(\n File \ /bonobo_speech/speech/stages/audio_downloads/download_audio_file_svc.py\ , line 77, in _download_file\n return self._download_call(\n File \ /bonobo_speech/speech/stages/audio_downloads/download_audio_file_svc.py\ , line 50, in _download_call\n local_file_paths = download_voice_call_recordings(\n File \ /bonobo_speech/implisit/conv_ai_python_common/connectors/service_cloud/downloader.py\ , line 29, in download_voice_call_recordings\n tagged_access_data = scv_client.get_voice_call_recordings_access_data(call_ids)\n File \ /bonobo_speech/implisit/conv_ai_python_common/connectors/service_cloud/api.py\ , line 45, in get_voice_call_recordings_access_data\n valid_recordings_access_data = _extract_valid_data_from_composite_response(\n File \ /bonobo_speech/implisit/conv_ai_python_common/connectors/service_cloud/api.py\ , line 75, in _extract_valid_data_from_composite_response\n raise ServiceCloudAPIException(api_exception_msg)\nconv_ai_python_common.connectors.service_cloud.api.ServiceCloudAPIException: /voicecalls/recordings/authorizations API Error, no valid access data found in composite response\n , t_id : 493204, organization_id : 00D4S000001bFF8UAM , input_id : 0LQ4S000001rwKjWAI , pp_id : 8c0c8d7189cd42b2aed474b872821311 , root_pp_id : null, task_id : f5beec92270849bf3dcdc41a797be92a , origin_task_id : e684e236-51c7-4eea-86d9-d70c4650ff1c , log_time : 2023-08-09T13:50:52.866641 , level : ERROR , process : 9789, _version : 6f2b92ef3ee05fd38a295c652b370070dc4d6a64 } Upon checking further, I also see the below: 8/9/23 1:50:53.767 PM { [-] __instance_name: ip-10-50-52-132.us-west-2.compute.internal bonobo_data: /voicecalls/recordings/authorizations API Error for call: 0LQ4S000001rwKjWAI - error_code: 404, error_message: vendor_error container_name: aiengine-speech-container feature: conv_ai_speech_engine log: /voicecalls/recordings/authorizations API Error for call: 0LQ4S000001rwKjWAI - error_code: 404, error_message: vendor_error message: /voicecalls/recordings/authorizations API Error for call: 0LQ4S000001rwKjWAI - error_code: 404, error_message: vendor_error namespace: default pod: pod00 pod_name: aiengine-speech-deployment-7848474b7d-58gnj service: conv_ai_speech_engine stream: stdout } I can see similar logs for another Voice call shared above as well. Can you please look into this and help me in understanding why this is happening? Thank you so much! The customer s frustration is mounting due to the extended duration of the issue. In order to accelerate the resolution process and elevate their overall experience, I kindly request TMP to get on a call with Support the customer at your convenience. Please let me know your available timings and I will schedule a call with customer for the same. Let me know if any further information is required from my end. FYI @Yamuna Esaiarasan Re-opening the investigation as per discussion offline. cc: @Arvind Kumar Attri @Advaitha Ettem We need your help on this. Could you please check if the recording on the provider is accessible and downloadable? Could you share the aws creds as well. Thanks! @Atul Wankhade @Shradha Kohli with Robert out and the team at capacity, we ll need to overflow this investigation. Many thanks for your help! @Robert Bannerman Could this be assigned to Engineering team ? I have created this new investigation I couldn t reopen the previous work item W-13534894 . Please let me know if there is any further info needed on this , Thanks! Signature - 44547555 - Crowley Maritime Corporation - SCV VoiceCalls are not getting analysed by Einstein Conversation Insights & hence Dashboard not getting populated on Sandbox Org. Impact Information Original Severity Level: 3 Multiple cases from different customers?: No Previously working functionality STOPPED working?: Yes (since 2023/4/25 UTC) (Customer enabled ECI on their Sandbox Org.) Over 50% of users on Production (non-Sandbox) are blocked without any workaround?: No It s preventing an upcoming deployment, release, or milestone?: No Red Account?: No Executive Involved?: No Government Cloud?: No European Union Operating Zone?: No Reviewed by: Bharath Vankayala | Signature Success Engineer Principal - Senior Swarm Lead Issue Einstein Conversation Insights not displaying analysis message on the voice call recordings despite all permissions assigned to the Agent. Below messages are not showing on the recording despite ECI being enabled: We re processing this call for insights. They should be ready soon Calculating... Actual Result Einstein Conversation Insights Message not getting displayed on the Recording Player SCV VoiceCalls not getting analysed on Customer s Sandbox Org. Expected Result SCV VoiceCalls should get analysed after ECI is enabled configured and Dashboard should reflect the Data on Sandbox Orgs. Troubleshooting Investigation Template used: Service Cloud Voice (SCV) Template General Information When was the issue first observed? Please provide date and time of first occurrence: Customer reported this issue on Apr 25, 2023 Is it due to a release/patch?: NA Is there a workaround in place?: No Is the issue reproducible only in a specific org? Yes, Customer s Org. Please find the below details: Login Credentials: Url: https://test.salesforce.com Username: [email protected] Password: India14#@! Is the issue reproducible on demand? Yes How many users are impacted? All Did existing functionality stop working? Is it a possible regression? NA Service Cloud Voice-specific Information Is the issue related to “SCV with Amazon Connect” or “SCV with Partner Telephony”? SCV with Amazon Connect Have there been any recent configuration changes to the customer’s Voice setup, either on Salesforce side or their telephony provider side (e.g.: Amazon Connect) that could be related? After enabling ECI, insights were not available Troubleshooting Steps Please find the below steps to verify the issue in the customer s Org: Login Credentials: Url: https://test.salesforce.com Username: [email protected] Password: India14#@! Navigate go to Sales-Console from App Launcher Open any of the voice calls which has recording available, Example: VC-00003407 You will observe that the conversation insights are not available below message doesn t show as well, indicating that calls are not getting analysed at all. We re processing this call for insights. They should be ready soon Calculating... Screenshot attachced above for reference. ----------------------------------------------------------------------------------------------------------------------------------------------- Licenses Permission Set assignment checked on Customer s Org assigned to the user- Sales Cloud Unlimited Service Cloud Voice user Sales Cloud Included Bundle assigned Einstein Conversation Insights Included assigned Sales Cloud Einstein Included assigned User owns the voiceCall records has Role hierarchy configured as well. All the perms mentioned in the ECI Quip were also enabled for customers sandbox Org. Enabled Perms: Conversation Insights Pref - (ConversationPilotPref) - (OrgPermissions.ConversationPilot) CallCoachingReady - (Conversation Insights is ready) ConversationPilot - (Provisional Conversation Insights Perm) Not Enabled Permissions: ServiceECI - (Conversation insights for Service) Service Cloud Voice: Call Coaching - (SCVCallCoachingPilot) - (OrgPermissions.ServiceCloudVoiceAllowed) Conversation Insights Enablement Status (IsProvisioned: false) Splunk index=CS237 00DM0000000G3hq `logRecordType(zi*)` *error* OR *exception* 11 events 5/2/23 11:39:10.837 AM zierr ` 20230502113910 . 837 ` 4phFcz177WSDYVY - uyVIuV ` 1298967 ` 0 ` 0 ` 1 ````` b6e620e88e3cf8f9 ` 6186997841675214430 ``` C _ : 062 ` 242 . 18 . 6 ``` 00DM0000000G3hq ` 005M00000099aO4 ` 35 ` 29 ` 104 . 161 . 246 . 1 `` SvxFD6oVo2vKrrco ` uye4mV8oKx0wpbKU ``` 24 `` DEMO ( db = DEMO , api = Demo )``````````````````````` CI Error Logging `` ZI `` ui . conversation . components . aura . controllers . MediaPlayerController ` getMediaPlayerData ` Cannot find record for id : ` host = cs237-app2-2-ia6.ops.sfdc.net 4/27/23 1:40:13.063 PM zierr ` 20230427134013 . 063 ` TID : 389839790000f0c873 ` 1028021 ` 0 ` 0 ` 1 ````` 556f0c9f1699e147 ` 542462397442925086 ``` xs : 062 ` 242 . 18 . 1 ``` 00DM0000000G3hq ` 005M00000099aO4 ` 258 ` 15 ` 103 . 212 . 158 . 35 `` u8pviN7WDvgmYvdl ` aCv8ya83IIAEWNoQ `` 57 . 0 ` 24 `` DEMO ( db = DEMO , api = Demo )``````````````````````` CI Error Logging `` ZI `` SiqCustomInsightFunctions ` apiHook _ alternativeBulkSave ` Failed before enqueuing msg to save insight types to ofek . ` sfdc . messaging . Messaging Exception : java . lang . IllegalState Exception : Value Achieve goals , Amazing , Bid , Budget , Challenges , Competitive advantage , Contract , Cost is too high , Decision Maker , Expensive , Good fit , Hacienda , Move forward . , Next Steps , Poor Communication , Price is too high , Revise , RFQ , Solve Problems , Spot , Tailored for you , Target Rate , Are you a broker Or do you have assets , I don t know , I m not sure exceeds maximum length ( 255 ) at common . messaging . DbBackedQpidEnqueuer . enqueueMessage ( DbBackedQpidEnqueuer . java : 192 ) at common . messaging . MessageEnqueuer . enqueueMessage ( MessageEnqueuer . java : 198 ) . . . 236 lines omitted . . . at java . base / java . lang . Thread . run ( Thread . java : 829 ) Caused by : java . lang . IllegalState Exception : Value Achieve goals , Amazing , Bid , Budget , Challenges , Competitive advantage , Contract , Cost is too high , Decision Maker , Expensive , Good fit , Hacienda , Move forward . , Next Steps , Poor Communication , Price is too high , Revise , RFQ , Solve Problems , Spot , Tailored for you , Target Rate , Are you a broker Or do you have assets , I don t know , I m not sure exceeds maximum length ( 255) index=CS237 00DM0000000G3hq CASE(4phFcz177WSDYVY-uyVIuV) 6 events 5/2/23 11:39:10.843 AM G ` 20230502113910 . 843 ` 4phFcz177WSDYVY - uyVIuV ` 1298967 ` 0 ` 0 ` 1 ````` b6e620e88e3cf8f9 ` 6186997841675214430 `` 1 ` CA : 033 ` 242 . 18 . 6 ``` 00DM0000000G3hq ` 005M00000099aO4 `` 1882886227 - 121230 ` - 192966864 `/ aura ```` SEVERE `` ui . conversation . components . aura . providers . MediaPlayerService ` getVoiceCallRecordById ` serviceComponent :// ui . conversation . components . aura . controllers . MediaPlayerController / ACTION $ getMediaPlayerData error : serviceComponent :// ui . conversation . components . aura . controllers . MediaPlayerController : ui . services . exceptions . ServiceException : Cannot find record for id : at ui . conversation . components . aura . providers . MediaPlayerService . getVoiceCallRecordById ( MediaPlayerService . java : 142 ) Date : Tue May 02 11 : 39 : 10 GMT 2023 . . . 13 lines omitted . . . OrganizationId : 00DM0000000G3hq . . . 237 lines omitted . . . Organization : Crowley Maritime Corporation _ New Org [ 00DM0000000G3hq ] . . . 1 line omitted . . . OrganizationId : 00DM0000000G3hq Dashboard Dataflow utilises Filter on VoiceCalls analysed on the basis of UploadDateTime IntelligenceScore fields on VoiceCallRecording Object. However, this is not getting populated due to calls not getting analysed at all. No data showing on Conversation Insights Dashboard as the underlying Dataflow is failing due to no Dataset being available. Support Conclusion Need help in further investigating this issue assist the customer to have ECI working on the recordings of the voice calls. Ideally ECI should analyse calls on Sandbox Production Orgs hence should work on Customer s org. Previous Investigation/Bugs/User Stories Slack Thread discussion- https://salesforce-internal.slack.com/archives/C023U0M8RDY/p1682715648862269 Raising investigation on the basis of above discussion. Related issue Investigations found: W-13117994, W-11872693 W-12031040 Reproducer in customer org (TMP-How to access LoginAs in customer org) What approvals have been provided to reproduce the issue? #BTChange process for LoginAs approved: Y LoginAs allowed for which org id: 00DM0000000G3hq LoginAs allowed for which user id: 005M0000009CRoaIAG Approved operations (e.g. read-only, create data, etc): read-only REMINDER: Multi-Org Information must be added to org62 case (members outside of Support does not have access to orgCS Multi-Org Information) Org62 Link: https://org62.lightning.force.com/5003y00000yabwbAAA Steps to verify the issue on the customer org Login Credentials: Url: https://test.salesforce.com Username: [email protected] Password: India14#@! Navigate go to Sales-Console from App Launcher Open any of the voice calls which has recording available, Example: VC-00003407 You will observe that the conversation insights are not available below message doesn t show as well, indicating that calls are not getting analysed at all, as highlighted in the screenshot. We re processing this call for insights. They should be ready soon Calculating... Reproducer in fresh demo org NA Additional Information The issue is critical for the customer hence raising this up as Sev-3 with the above reason. Customer enabled ECI on their Sandbox configured everything as per the document, however, the SCV VoiceCalls are not getting analysed at all on their Org since enablement. Customer is looking for quick resolution on this issue to proceed further with their timelines. * This Investigation was requested by Support. Hi @Wenqing Dai, Hope you re doing well. One of the Signature Customer is facing issue with SCV VoiceCalls not getting analysed after setting up ECI on their Sandbox Org. ECI Team confirmed the issue to be happening as UploadDateTime field on VoiceCallRecording object is not getting populated, however, in the customer s Org, the recordings are available getting successfully streamed on AWS Salesforce Side from S3 bucket. ECI Team had earlier proceed to close the investigation after highlighting their findings on this. However, since the issue continues to persist on the Customer s Sandbox Org, please help assign this to the correct POC for further assistance on this. As I have made all the checks on this, please also confirm if the issue might be happening due to following permissions not being enabled on the Customer s Org- Service Cloud Voice: Call Coaching. (ServiceECI) Conversation insights for Service. Any insights on this would be of huge help on this. Thank you. cc @Nikhil Srivastava @Bharath Vankayala Hi @Anjali Agrawal I can see that we are not processing the call because, for VoiceCall id 0LQDD000000sYhq4AE, the field UploadDateTime is missing in VoiceCallRecording id 0OxDD000000PB1y0AG. UploadDateTime will get updated only if the recording gets uploaded successfully to S3. Please make sure there is no problem with the recording of the call. If everything looks good with the recording, there is an open bug on the Activity Foundation team with a similar issue: https://gus.lightning.force.com/lightning/r/a07EE000013q13BYAQ/view You can add your case in there since it is already being discussed. Hi @Rami Segal/ @Dustin Parker , Hope you re doing well. Raising this investigation as discussed over the Slack thread for the customer issue where the VoiceCall records are not getting analysed despite all permissions assigned to the User, SCV correctly setup. Due to this Dashboard is not reflecting any data on the Customer s Sandbox Org. I have highlighted customer s Sandbox org details to further investigation. Also tagging in @Priyank Saxena from SCV Product Team for their visibility on this as suggested. Please let me know if we need to change the owner of this investigation to get it addressed by correct Teams. Thank you for all the help. Hi @Signature Success Team, Investigation raised for the Case- 44547555 with Crowley Maritime for their ECI with SCV Dashboard issue.Copy
• [SF Maps][Enhanced User Experience][250.28.1] Marker layer Bucketing is not working with Unspecified Values when using Date field under the Display options 'Varied based on 2 fields' Issue Color styling for unspecified data doesn t work for the date field data type. In V2 the Other bucket for Color style under Other buckets of shape is not coming. Screenshots are attached to show the difference. Marker layer legend should be consistent in V1 as well as V2. Bucket logic should not change. Actual Result Color styling is not working for the date field data type. Expected Result Unspecified records should fall under other buckets in the legend and plot as per the color mentioned under the Display option. In v2, marker bucketing based on date and date time fields should be based on the logged in user s timezone set in SF Steps to reproduce in fresh demo org Login to SFMaps Org Go to the Salesforce Setup page and then Object Manager Account Create a next required text field Go to the SFMaps Setting and turn on the Enhanced User Experience for Maps V2 Navigate to the Maps Tab Create and edit a marker layer Go to Display Options select Varied Based On 2 Fields and define the conditions like below:- Now save and plot the layer Notice there is no Other bucket for color at the end of the legend and there is no error shown for Required Field(as the text field is required and does not have the value) as shown below:- Now go to the SFMaps setting page and turn off the Enhanced user experience for Maps v1 Now again try to plot the same marker layer Notice the bucketing color shape differences and now the required field missing error has started showing as shown below:- Additional Information We found a similar known Issue document that is related to a similar issue for the User lookup field. Investigation Findings We are doing the bucketing legend counting in the record-worker.js file - createLegendCountsFromFeatures method. We are assigning the shape for legend records in the marker-layer-utils.js file - processLayerInWorker async method, and here I haven t seen any code for records that checks the required field like what we have in the MapAynthingPlottingJS.js file - Plotting - updateQueryInfo method geocode info block. Hi @Ben Bagley @Alex Hoang Could you please help us with an ETA dates for Scheduled Build SF Maps 254.1 when this bug fix will be released to customer org. Thanks ! @Dipanjan Saha @Saicharan Reddy Kasireddy Hi @Ben Bagley In maps 254.2, if account doesn t have any activities, this record will fall into bucket with a huge range (last N days = 45-50000) but not in the Other/Unspecified bucket. If change bucket value from 50000 to a smaller one (for example: 5000), the Other bucket will appear on the legend and records without activities will fall into this bucket. Does the records without activities should always fall into Other/Unspecified bucket no matter what Last N Days value is set? @Lovish Agarwal @Ben Bagley Case - 468660437 - Manulift E.M.I. Ltd - [SF Maps][Enhanced User Experience][250.28.1] Marker layer Bucketing is not working with Unspecified Values when using Date field under the Display options 'Varied based on 2 fields' Impact Information Original Severity Level: 3 Multiple cases from different customers?: No Previously working functionality STOPPED working?: Yes (since 2024/9/24 UTC) (Not sure, we got first report on this date but should be with all 250 versions with EUE) Over 50% of users on Production (non-Sandbox) are blocked without any workaround?: No It s preventing an upcoming deployment, release, or milestone?: No Signature Severity 1 Case in OrgCS with CIC engaged?: No Red Account?: No Executive Involved?: No Access/Operation Restricted Environment: None Reviewed by: Jimmy Kaur | Principal Technical Support Engineer Issue Color styling for unspecified data doesn t work for the date field data type. In V2 the Other bucket for Color style under Other buckets of shape is not coming. Screenshots are attached to show the difference. Marker layer legend should be consistent in V1 as well as V2. Bucket logic should not change. Actual Result Color styling is not working for the date field data type. Expected Result Unspecified records should fall under other bucket in the legend and plot as per the color mentioned under Display option. Troubleshooting Investigation Template used: Salesforce Maps - all products ——————————————————————————————————————————————— TROUBLESHOOTING SUMMARY Which troubleshooting steps have been taken by the support engineer? [We tried replicating the same in our demo org and we were able to replicate it.] Product version: [250.28.1] WORKAROUND DETAILS Workaround Identified? [Y] Did Client Accept? [Y/N] Workaround Explanation? [Switch off the Enhance User experience] ——————————————————————————————————————————————— Steps to reproduce in customer org (TMP-How to access LoginAs in customer org) What approvals have been provided to reproduce the issue? Login Access is approved by this customer: NO LoginAs allowed for which org id: LoginAs allowed for which user id: Approved operations: Special Note: Steps to verify the issue on the customer org N/A Steps to reproduce in fresh demo org Organization ID : 00DHs000001RFp8 STR: Log in as [email protected] Open Salesforce Maps Open the layer My Account Notice there is no Other bucket for color at the end of the legend Some markers are supposed to be red when the ‘Last Visit’ field is unspecified but are yellow. Example: https://atharmd-230725-57-demo.lightning.force.com/lightning/r/Account/001Hs00002rRntHIAS/view https://atharmd-230725-57-demo.lightning.force.com/lightning/r/Account/001Hs00003BYv3zIAD/view ( This marker is currently plotting as blue but it is supposed to be red because Account Type and Last Activity is Null) Once we disable the Enhance User Experience, it will work as expected which means the above two records will be plotted as a red marker and show bucketed with Other bucket for color at the end of legend Additional Information We found a similar known Issue https://issues.salesforce.com/issue/a028c00000zLDtB/ which is related to the same but happening on the User lookup field. Also, I have attached the screenshot for both the experience which reflects the issue in V2 as compare to V1. * This Investigation was requested by Support.Copy
• [QC] Custom Task Step Description Missing When a user creates a Custom Task QC and enters a value in the Description field, this value is saved to the Cadence Description but not the Step Description. When the user later adds a target to this QC and views the Custom Task, they see no description provided because the step description field is always blank. Marked Fixed as PRAVEENDRAN requested in changelist #45471076 FYI this one was based on an investigation so we should backport to 248 too Swarm - 46463747 - GARWARE FULFLEX INDIA PRIVATE LIMITED - Description Field of Quick cadence "Custom task" step not reflecting when added to the prospect(Contact) Impact Information Original Severity Level: 4 Multiple cases from different customers?: No Previously working functionality STOPPED working?: No Over 50% of users on Production (non-Sandbox) are blocked without any workaround?: No It s preventing an upcoming deployment, release, or milestone?: No Red Account?: No Executive Involved?: No Government Cloud?: No Alibaba Cloud?: No European Union Operating Zone?: No Reviewed by: Abhijeet Bhol | Swarm Lead Issue Description Field of Quick cadence Custom task step not reflecting when added to the prospect(Contact) Actual Result Description Field of Quick cadence Custom task step not reflecting when added to the prospect(Contact) Expected Result Description Field of Quick cadence Custom task step should reflect when added to the prospect(Contact). Troubleshooting 1.Issue is existing in customer org and as well as in our Demo ORG as well. 2.Tried creating a standard cadence with the custom step along with descrption, then the description of custom step is reflecting when standard cadence is added to the contact 3.Posted in the # hvs-discovery-public channel and was asked to raise the investigation. https://salesforce-internal.slack.com/archives/CM4B3T5GD/p1709653039101459 4. We could not find have any doc or article which mentions this behaviour. 5.Could not find any related Bug or GUS investigations. 6.Name field on cadence is successfully getting updated but the issue os only with the description. Reproducer in customer org (TMP-How to access LoginAs in customer org) What approvals have been provided to reproduce the issue? #BTChange process for LoginAs approved: [Y/N]: Y LoginAs allowed for which org id: 00D1e0000008lpq LoginAs allowed for which user id: 0051e000004y0hvAAA Approved operations (e.g. read-only, create data, etc): read only REMINDER: Multi-Org Information must be added to org62 case (members outside of Support does not have access to orgCS Multi-Org Information): https://org62.lightning.force.com/5003y000010IYDIAA4 Steps to verify the issue on the customer org 1.Login to the ORG 2.Go to the below cadence and verify that desscription is added. https://fulflex--uat.sandbox.lightning.force.com/lightning/r/ActionCadence/77C1e000000005aEAA/view?queryScope=userFolders 3.Go to the below contact to which above cadence is added. https://fulflex--uat.sandbox.lightning.force.com/lightning/r/Lead/00Q1e000004gPrsEAE/view 4.Go to Sales engagement component and click on view steps for QA test : Custom Task candece and click on show details. 5.Verify that the description is not populated and shows Description:No description provided Reproducer in fresh demo org The issue in reaplicable in the Demo ORG as well. Please find the steps below to replicate the same in demo org. 1.Login to the ORG 2.Go to sales engagement Application 3.Go to cadences and check the below cadence, which is a quick cadence with custom task step . https://mananthala-221230-922-demoo.lightning.force.com/lightning/r/ActionCadence/77C2w000000gpaiEAA/view?queryScope=userFolders 4.Go to the below contact and add the above cadence. https://mananthala-221230-922-demoo.lightning.force.com/lightning/r/Contact/0032w00001CIDFVAA5/view 5.Go to Sales Enagement component(in Activity Tab) and click on view steps. Click on show details on custom step. 6.Verify that the Description is not added and shows Description:No description provided. Additional Information Please find the Demo ORG Credentials. Username: [email protected] Password: test1234 * This Investigation was requested by Support.Copy
• Dependent Picklist values are not reflecting on log a Call popup when used on Task Fieldset DEV NOTES dependent picklists are working for custom dispositions, but not logging a call. hopefully we can reuse the logic to determine the correct picklist values from custom dispositions. this issue is on both desktop and mobile Issue Dependent Picklist values are not reflecting on log a Call popup when used on Task Fieldset. The same fieldset is working for Custom disposition during CheckOut. Actual Result Dependent Picklist not reflecting values. Expected Result Dependent Picklist must reflect values based on the Controlling picklist. STR Create a master and dependent picklist on the activity object assign certain dependent values to certain master values so you can validate the changing picklist options create a field set on the task object and add both the master and dependent picklists to it set up both custom dispositions and log a call using the task field set from above plot any layer check in and then out on a record notice the dependent picklist is working properly for custom dispositions log a call for a record notice the dependent picklist is not working properly @Michael Occhineri @Fernando Vargas - Can you please confirm if this is fixed with V2 and only for Desktop. We have a case where it is working in desktop with EUE and not in mobile as mobile is still on V1. Since, there is a closed KI linked to it, we will need to update it accordingly. TIA! @Nathan Furukawa @Scott Seithel @Shiksha Vakil -ccCopy