Patch: The Resource Group column on the Agent View, does not show the true Resource Group. Always shows 'All Groups' (Doc ID 1485802.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms


On : 12.1.2 version, Agent Email Queue v Supervisor Email Queue

Actual Bahavior


The Resource Group column on the Agent View, does not show the true Resource Group.



Expected Behavior


The Supervisor and Agent Queue views to show the correct Resource Groups.

Steps

The issue can be reproduced at will with the following steps:

(R) Email Center Supervisor
(N) Supervisor Tab

Message/Queue

67 Messages for the Sales Account.

Set to the following Groups:

'All Groups'
'Group1'
'Group2'


(R) Email Center Agent Console
(N) Queues

Sales Account 67 messages, all say Resource Group:

'All Groups'

Cause

Sign In with your My Oracle Support account

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

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms