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Customer Support Specialist / Case Management: Need to Sort the Tasks by Default (Doc ID 1062432.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Support - Version 12.0.6 to 12.0.6 [Release 12]
Information in this document applies to any platform.

Symptoms

In Customer Support Specialist or Case Worker, need to sort the Tasks displayed on the Task and Related Information tab.

STEPS
-----
(R) Case Worker
(N) Agent Dashboard
 - Click on a case summary
 - Task and Related information Tab.

1. Click the Personalization Link 'Personalize "Task Summary Table" in the 'Tasks and Related Information' tab
2. In the first line that reads 'Table: Task Summary Table', click the 'Personalize' pencil icon
3. The last row should read 'Query'. Click on the 'Personalize' icon for this row under the Personalization level that you need - Site, Organization, or Responsibility.
4. Under the 'Sorting' region, there is a message that reads "No sorting is allowed."

WORKAROUND
----------
Every column in the Tasks regions are sortable if you click on the Column Header.

But this patch will allow users to determine a "default" sort order for the table.
Under the 'Sorting' region, there should be options to select the sort criteria:
  . Due Date
  . Type
  . Status

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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