Bug 21492

Summary:	[Voice Ticket]- Voice Session does not create a separate Print ticket when an E-file ticket already exists
Product:	CheckMark Chatbot	Reporter:	Nandhini <bnandhini>
Component:	Voice Ticket	Assignee:	Abuzar Mohammed <mabuzar>
Status:	RESOLVED FIXED	QA Contact:
Severity:	Major
Priority:	Medium
Version:	Build-04
Target Milestone:	---
Hardware:	Cloud
OS:	Browser - Chrome

Description Nandhini 2026-09-11 17:04:15 IST

Open the AI chatbot and start a Voice session to create tickets.
Use the Voice session to create a 1095 E-file support ticket.
Verify that the E-file ticket is created successfully in CRM.
Use the Voice session again to create a separate ticket for 1095 Print.

Issue
The 1095 Print ticket is not created. Instead, the system displays “Support ticket already raised.”

Also, in CRM, only 1095 E-file is available; 1095 Print is missing.
The same issue occurs with 1099 Print and 1099 E-file.

Expected Result
The Voice session should recognize Print and E-file as separate products and allow separate tickets to be created for each product.

NOTE:
Manual ticket creation works correctly for both Print and E-file products. The issue occurs only when creating tickets through the Voice session.

Comment 1 Abuzar Mohammed 2026-09-16 12:18:39 IST

fixed