Case Acceptance Of User Gets Removed After AG Priority Assessment Service Saves The Case (Doc ID 2729858.1)

Last updated on FEBRUARY 02, 2021

Applies to:

Symptoms

User is reporting that cases which were accepted before from Worklist--> New, no longer have the blue check mark of accepted cases under Home--> Personal Argus Status.

The cases are still available on the Home screen under "Cases Assigned", but the check mark is missing.
The cases are then again on Worklist New (instead of Worklist Open where they were after case acceptance). The cases are still assigned to the users name.


STEPS TO REPRODUCE

-Worklist --> New
-Select Case - (Righ Click) and Select 'Accept Case'

-Navigate to Home--> Personal Argus Status
Selected Case is listed WITH blue check mark (Accepted) under Cases Assigned.

(Allow the AG Process 'Priority Assessment' to assess case)
ie.
<STATUS>Enterprise DEFAULT : Status: Case Priorities assessed 1 Case Event Assessment 0</STATUS>

Worklist New --> Case is available on this worklist and blue check mark is gone under Cases Assigned within Home--> Personal Argus Status

Changes

Cause

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.