Association Of Filters To A User Type Were Lost After User Type is Imported From Another Environment (Doc ID 3003375.1)

Last updated on MARCH 19, 2024

Applies to:

Symptoms

PROBLEM STATEMENT: Users report that some filters were removed from a user type after importing the user type from another environment.
ERROR (if applicable): N/A
RECREATE STEPS:

1. Export the user type from SOURCE environment and then import it to TARGET environment (on the SOURCE environment, go to Configuration -> User types, click on Export, select the user type and confirm, then on the TARGET environment, go to Configuration -> User types, click on Import, select the file, Validate and Import)
2. Make any necessary adjustments to the user type in TARGET environment if applicable (not mandatory)
3. Import the modified XML file from TARGET back into SOURCE environment (go to Configuration -> User types, click on Import, select the file, Validate and Import)
4. Go to the Dispatch Console in SOURCE environment
5. On the right side, click on the "View" option
6. Verify that some filters are no longer available after importing the modified user type from the TARGET environment
EXPECTED BEHAVIOR: Filters should be available for the imported user type
ACTUAL BEHAVIOR: Some filters are no longer available after import operation
BUSINESS IMPACT: Unavailability of those filters delays and adds complexity/difficulties to the dispatcher's and the technician's work

Cause

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