My Oracle Support Banner

iSupport: Knowledge Management Solutions Linked To Service Requests Are Not Appearing On Resolutions Tab (Doc ID 1494857.1)

Last updated on JULY 21, 2020

Applies to:

Oracle iSupport - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

Knowledge Management Solutions attached to Service Requests are not appearing on iSupport Solutions.

Steps:

(R) Service
(N) Service Requests > Create Service Request

 - Workbench tab: click on 'Search Knowledge' button
 - Attach a Knowledge Base Solution to the Service Request (i.e. Useful = Yes).
 - Go back to the Workbench tab and click on 'Refresh' button
 => Verify that the Solution is now linked and the visibility is "External".

Then log into iSupport:

(R) iSupport Business User

 - Query the Service Request created and open
 - Navigate to the Resolutions Tab.
 => Observe that there are no Solutions associated to the Service Request.

Workaround:

None.

Changes

 None.

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.