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

Last updated on FEBRUARY 06, 2022

Applies to:

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


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.


(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.






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