Customer Specialist - HTML Service: Options Available for Search / Quick Find in Agent Dashboard

(Doc ID 1270897.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Support - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Goal

The Quick Find > 'Search By' drop-down list does not show certain values (i.e. System, Project Number, HelpDesk Num).

  (R) Customer Support Specialist
  (N) Agent Dashboard > Agent Tools
   => Service Request Search column > Quick Find:

The values might be enabled already in Lookup Types such as CSZ_INCIDENTS_SKTYPES or CSZ_INCIDENTS_SKTYPE_MAPPING, however the options do not appear in the 'Search By' drop-down list.

Solution

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