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Known Issues and Recommendations

eServices Manager Plug-in for GAX

The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of eServices Manager Plug-in for GAX. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.

See also Internationalization Issues.

The drop-down menu for Language business attributes may also display languages with the Disabled status. Genesys does not recommend using these languages.

ID: KM-5255 Found In: Fixed In:

The plugin does not allow you to save an Apple Pay structured message if there is any text in the Supported Countries field.

ID: KM-4511 Found In: 8.5.305.09 Fixed In: 

The plugin does not perform a validation check on whether imported or copied JSON contains duplicated or invalid properties. You must ensure the JSON does not contain duplicated or invalid properties before it is uploaded.

ID: KM-4291 Found In: 8.5.304.10 Fixed In: 

If, in the configuration of any business attribute value of the MediaOrigin business attribute, the rich-media-types section is missing (in Annex) but there are other section(s) with any other names at the same time, the Media Origin drop-down menu in the plugin will be empty and a structured message under Standard Response cannot be created.

Workaround: All MediaOrigin business attribute values must have the rich-media-types section in Annex.

ID: KM-4866 Found In: 8.5.304.10 Fixed In: 

eServices Manager 8.5.302.02 and later releases are not compatible with GAX 8.5.260.xx or earlier releases.

ID: KM-3835 Found In: 8.5.302.02 Fixed In: 

User who do not have the View Standard Response privilege can still import Knowledge Management objects.

ID: KM-3805 Found In: 8.5.302.02 Fixed In: 

eServices Manager does not support GAX or later.

ID: KM-3728 Found In: 8.5.301.09 Fixed In: 8.5.302.02

eServices Manager displays an error if you search for a standard response using the Owner criterion, but the owner you searched for does not already exist in the system.

ID: KM-3552 Found In: 8.5.301.09 Fixed In: 

Use of improperly formatted HTML syntax (for example, if tags are not properly closed) can cause empty lines to appear in standard responses.

Workaround: Check HTML syntax for proper formatting and ensure tags are properly closed before pasting the HTML syntax into a standard response.

ID: KM-3523 Found In: Fixed In: 8.5.301.09

The Help link (?) in the user interface does not open the correct version of the help documentation.

Workaround: Use the following direct link to access help documentation: https://docs.genesys.com/Documentation/ESDA/8.5.3/ESMgr/KMwelcome.

ID: KM-3505 Found In: 8.5.300.09 Fixed In: 8.5.301.09

After you create a custom variable, the Description field for the new custom variable does not populate in the Custom Variables list.

Workaround: Click Refresh to refresh the Custom Variables list.

ID: KM-3503 Found In: 8.5.300.09 Fixed In: 8.5.301.09

The Marker option in the standard response HTML editor does not highlight selected text.

ID: KM-3500 Found In: Fixed In: 8.5.300.09

eServices Manager does not prevent you from creating or updating screening rules that have incorrect pattern syntax. For example, you must not use incorrect pattern syntax that has text before the function, such as abcdefFind("abcdef").

ID: KM-3497 Found In: 8.5.300.09 Fixed In: 

When updating screening rules, GAX displays an error when eServices Manager attempts to save changes to assigned categories and relevancy levels.

ID: KM-3494 Found In: Fixed In: 8.5.300.09

Search strings for field codes and custom variables are case-sensitive.

ID: KM-3493 Found In: 8.5.300.09 Fixed In: 8.5.301.09

You cannot create custom variables with negative values.

ID: KM-3105 Found In: Fixed In:

Rendering of added Field Codes does not work in the HTML editor. This issue affects only version and higher.

ID: KM-3010 Found In: Fixed In:

If you are using Classification Server v. or later, you must enable screening rules to be able to test them.

ID: KM-2870 Found In: Fixed In:

Service Categories do not support UTF-8 for the names of Screening Rules. Any non-Latin symbols in the name of a Service Category Screening Rule are converted to question marks (???).

ID: KM-2639 Found In: Fixed In:

The plugin might not update the tree after creating, updating, or deleting a node. If this happens, refresh the page. If the issue persists, delete the cache and cookies and refresh the browser.

ID: KM-2497 Found In: Fixed In:

Testing a screening rule may produce an incorrect answer such as Unknown error 502 occurred while performing operation, rather than the expected Rule Matched or Rule Not Matched.

As a workaround, when testing, select the screening rule's checkbox Pattern is found in any selected field (OR relation). This usually makes the test work correctly.

ID: KM-2435 Found In: Fixed In:

When viewing a screening rule, selecting Categories to display the categories associated with the rule may not work. This is because the system may take so long to respond that the browser exceeds its time limit.

ID: KM-2414 Found In: Fixed In:

If you have a large number of objects (categories, standard responses, screening rules), eServices Manager may take so long to load that Firefox and Internet Explorer may produce a warning message. The workaround is as follows:

  • For Firefox: Set the dom.max_script_run_time property to 0.
  • For Internet Explorer: modify registry settings as follows:
Note: The Registry entry specified below may have an invalid value. If the entry is not present, you’ll need to make a new one with recommended value.

For Windows 8.1 or 8:

  1. Press Windows Key + R.
  2. Type RegEdit, then click OK.
  3. Locate the following Registry path: HKEY_CURRENT_USER\SOFTWARE\Microsoft\Internet Explorer\Style
  4. Double click MaxScriptStatements string and set its value to 0xFFFFFFFF.
  5. Click OK, then close Registry Editor.


  • If the Style key is not present, click Edit > New > Key and then type Style as the key name and press Enter.
  • If the above string is not found or if the Style key is newly created, right-click the Style key, then click Edit > New > DWORD (32-bit Value). The remaining steps are same.

For Earlier Versions of Windows:

  1. Click Start and select All Programs > Accessories.
  2. Click Run.

The remaining steps are same.

ID: KM-2396 Found In: Fixed In:

If you have a large number of objects (categories, subcategories, and standard responses—for example, over 1,000 standard responses) performance is likely to be less than optimal. In certain instances, it may take approximately 30 to 70 seconds to load data. Note, however, that when the eServices Manager client machine (hardware) is robust, performance is likely to be less of a problem. Also, with such a configuration Genesys recommends using Chrome or Mozilla Firefox browsers and not Internet Explorer.

ID: KM-2048 Found In: Fixed In:

eServices Manager correctly connects to UCS if both default and HTTP ports are specified on the Server Info tab of UCS. In this situation eServices Manager uses the default port.

ID: KM-2002 Found In: Fixed In:

Internationalization Issues

Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of eServices Manager Plug-in for Administrator unless otherwise noted in the issue description.

There are no internationalization issues for this product.

This page was last edited on April 15, 2021, at 08:26.
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