My Oracle Support Banner

Agent Dashboard: Wrong Function Opens When Clicking Update Link In HTML Page (Doc ID 1329778.1)

Last updated on DECEMBER 09, 2020

Applies to:

Oracle Customer Support - Version 12.0.6 and later
Information in this document applies to any platform.
AdhocSearchEventHandler.java


Symptoms

Actual Behavior

In the Service Desk Agent Dashboard HTML page, when you click the link for "Open Service Requests" in the primary contact region, then click on a specific Service Request from the list of Open SRs, the wrong Agent Dashboard / function opens.

Expected Behavior

The function is the Service Desk Tier 2 Agent Update Service Request for SRs that are created in the Service Desk module.
The function should be Customer Support Tier 2 Agent Update Service Request for SRs that are created in the Customer Support module.

Steps

(R) Service Desk
(N) Agent Dashboard
 - Open an existing Service Request.
 - Click on the Open Request link in the primary contact region.
 - Click on any UPDATE ICON.
 => SR opens in the wrong function.

Workaround

None.

Changes

 

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.