Bug 21494

Summary: [Voice Ticket]- Voice session creates a 1099 ticket instead of restricting the unpurchased 1095 request. NOTE - issue exists with any unpurchased product
Product: CheckMark Chatbot Reporter: Nandhini <bnandhini>
Component: Voice TicketAssignee: 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 17:40:25 IST 
Log in, open the AI chatbot, and start a Voice session to create tickets.
Purchase ML, Payroll, and 1099 products. Do not purchase any 1095 product.
Using the Voice session, try to create a support ticket for 1095 Print or 1095 E-file.

Issue:
Since the 1095 product is not in the customer’s purchased product list (Downloads page), the system should not allow a ticket to be created for it.

Instead, without showing any error or restriction message, the Voice session creates a ticket for the 1099 product in CRM, even though the customer requested 1095.

Expected Result:
If the requested product is not in the customer’s purchased product list, the system should display an appropriate error/restriction message and should not create a ticket for a different product.

Screenshot: https://prnt.sc/NqOLy3rBU8bu
Screen rec:
https://drive.google.com/file/d/1tl75Lg7pDS0XP76tGM0jMJIaNCoN4FEo/view?usp=sharing
Comment 1 Abuzar Mohammed 2026-09-16 12:19:14 IST 
fixed