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SR Timeline (Doc ID 2530560.1)

Last updated on OCTOBER 23, 2019

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.19.01.0 and later
Information in this document applies to any platform.

Goal

One SR is assigned to an Agent-Mark who worked on the service request for some time say 2 days and later for some reason he found that SR is not meant for that particular queue & transferred this to the different Queue.

So the query is how the timeline is define ??:

1. Will the system count total days of SR worked on - "from the day SR was opened" OR "from the day it is assigned to right queue"
2. The day SR is assigned to the right queue - will the system count it refeshly Day 1 ?
 

Solution

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In this Document
Goal
Solution


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