Viewing a knowledge article in chatbot disables buttons

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When a given search within Aria will return knowledge search results, there will be four buttons presented along with the knowledge article icons and links. "Refine my search" "I want to talk to an Analyst", "I want to create a ticket" and "Thanks, I'm Done".

Initially, the buttons are live and accessible.  However, if the end user clicks on a presented knowledge article first to view the article content, then close the article, the aforementioned buttons grey out and become inaccessible without further options given.

Environment

Release : 17.3

Component : SDM - xFlow

Resolution

the given functionality that was reported with the chatbot functionality and KB handling will be addressed in the forthcoming 17.3 RU17 update