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Attachments Field Not Available When Service Request Status is Resolved/Closed When Login As Manager/Admin Roles But Available/Displayed When Login As Agents (Doc ID 3012506.1)

Last updated on MARCH 25, 2024

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.24.01.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.24.01.0 version, Service Request

ACTUAL BEHAVIOR
---------------
Attachments Field Not Available When Service Request Status is Resolved/Closed When Login As Manager/Admin Roles But Available/Displayed When Login As Agents


EXPECTED BEHAVIOR
-----------------------
Attachments Field should be available When When Service Request Status is Resolved/Closed When Login As Manager/Admin Roles Also

STEPS
-----------------------
1. Services
2. Create service request
3. Add attachment
3. Set SR status to closed
4. Login as Agent
5. Able to see attachments field
6. Login as Manager/Admin Role
7. Query/Open Same Service Request
8. Attachments Field not available/Displayed

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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