My Oracle Support Banner

SR Visibility Issue (Doc ID 2531257.1)

Last updated on NOVEMBER 29, 2019

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.18.10.0 and later
Information in this document applies to any platform.

Goal

Customer has implemented this setup:

- the agents are not linked directly to the queue.

- the agents are added to organizations and the organization is added as team of resources to the queue

Customer has identified a problem in this scenario:

If an user is added to Organization A that is linked via team subtab to Queue A the user is able to see the service requests from Queue A as expected.

But now if the same user is removed from Organization A and moved to organization B then the user has access to all the service requests from Queue A and Queue B

But he should have access only to the service requests from Queue B.
 

Solution

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Goal
Solution
References


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