Service Request View In Isupport Does Not Show Sr When Search Is For "All" Accounts (Doc ID 1389402.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle iSupport - Version 12.1.3 and later
Information in this document applies to any platform.
***Checked for relevance on 15-SEP-2014***

Symptoms

On : 12.1.3 version, Service Request

ACTUAL BEHAVIOR
-----------------------------------
Service request view in isupport does not show SR when search is for "ALL" accounts

If a user in isupport has more than one supporting acconts and has been associated with them,
the SR view query in isupport does not show all open SR even when it is selected as part of search criteria.

For example, the isupport user is associated with company A and company B. When user goes to SR search, the combined view of all SRs for both company A and company B is not visible.

The following ROLES are already present for the user
1. IBU_Request_View_Self: See all SRs where they are a contact.
2. IBU_Request_View_Account: See all SRs created for accounts (HZ accounts) assigned to them.
3. IBU_Request_View_Company: See all SRs for their organization

EXPECTED BEHAVIOR
-----------------------------------
Service request view in isupport should show all open SR when search is for "ALL" accounts

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Associate user to multiple account
2. Create SR for all of these accounts in open status
3. Search Service Request using ALL accounts in search criteria

Cause

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