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

Last updated on FEBRUARY 06, 2022

Applies to:

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

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