Resources on the Queue Team Not Able to See Service Requests Assigned to the Queue
(Doc ID 3001345.1)
Last updated on JANUARY 30, 2024
Applies to:
Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.23.01.0 and laterInformation in this document applies to any platform.
Symptoms
On : 11.13.23.01.0 version, Queues
ACTUAL BEHAVIOR
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When adding Teams to the queue, the resources (agents) who are part of the teams are unable to see the service requests assigned to the queue.
EXPECTED BEHAVIOR
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The resources on the team which has been added to a queue should be able to see all SRs assigned to that queue.
STEPS
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The issue can be reproduced at will with the following steps:
1. Create a resource team with one or several agent members
2. Add the resource team to a queue
3. Create an SR and assign it to that queue
4. Log in as one of the agents on the resource team
5. Observe the agent is not able to see the SRs assigned to the queue
Cause
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In this Document
Symptoms |
Cause |
Solution |
References |