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Accepting Work Assignments not Working for Mix of Classic and Redwood Users (Doc ID 2988582.1)

Last updated on NOVEMBER 21, 2023

Applies to:

Oracle Fusion B2B Service Cloud Service - Version and later
Information in this document applies to any platform.


On : version, Service Request

Actual behavior
Enabled Redwood service center in Fusion Service but did not give the access to agents. Still agents are now seeing that the "Accepting new work assignments" icon in the toolbar is opening the Redwood service center page.

Need to disable this for select agents and have it work as it does in classic UI where it toggles the availability between accepting and blocking new assignments

Steps to reproduce:
1. Setup and Maintenance > Service > Opt in > Redwood User Interface for Service > Enable
2. Setup custom job role with specific functional security policies
3. Assign this job role to users who should be given access to Redwood UI
4. User does not have this job role, but still he sees Service Center Presence icon
5. Click on the icon opens Redwood Service center page

Expected behavior
Users who have not been assigned this job role should see classic Presence icon to toggle availability




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