Redwood Help Desk Service Requests: Why Assigned To Field Dropdown Resources Aren't Displaying?
(Doc ID 2988551.1)
Last updated on DECEMBER 22, 2023
Applies to:
Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.23.07.0 and laterInformation in this document applies to any platform.
Symptoms
On : 11.13.23.07.0 version, Help Desk
ACTUAL BEHAVIOR
---------------
Redwood Help Desk Service Requests: Why Assigned To Field Dropdown Resources Aren't Displaying?
When a HR user (Next Gen Help Desk Human Resource Agent/Manager/Administrator) is clicking into the Assigned To field the dropdown of available resources to select from is not opening. Furthermore, if the user types into the Assigned To field the name of a resource in the same Queue it is not recognising the input. This is happening on both the HR Help Desk Request Edit (Agent) page, as well as the Transfer Help Desk Request section within the HR Help Desk Request.
STEPS
-----------------------
The issue can be reproduced at will with the following steps:
Scenario 1 - The Assigned To dropdown is not opening.
Scenario 2 - After starting to type the name of a Resource in the same Queue, he/she does not appear to select.
Scenario 3 - In Transfer Help Desk Request, if the value in the 'Transfer This Service Request To' field equals 'A member of the current queue', the Assigned To dropdown will show resources within the same Queue (expected behaviour).
Scenario 4 - In Transfer Help Desk Request, if the value in the 'Transfer This Service Request To' field equals 'A specific person', the Assigned To dropdown will not open.
Cause
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
Symptoms |
Cause |
Solution |
References |