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Service Requests Tasks Tab First Task in the Grid is Highlighted When Coming From Task Manager (Doc ID 1509788.1)

Last updated on FEBRUARY 06, 2022

Applies to:

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


We are using the Universal Work Queue.
From that place we select a task assigned to SR.
From the Task Window we navigate to Service Request Window using Forms Personalization.

The Task Displayed is not the one which we selected. It is the other task.

Applied <Patch 9062687> - FP 12.0-12.1 'SOURCE DOCUMENT' FROM DISPATCH CENTER SHOULD DISPLAY SELECTED TAS but issue is not resolved.

Expected Behavior

When opening the SR form - Tasks tab, the focus should be on the right Task selected.

Steps to Reproduce

Selected Task From Universal Work Queue is not selected while navigating from Task to SR Window.

(R) Service
(N) Universal Work Queue
   - Select Task
   - Instead of opening the SR form, a personalization implemented allows users to open the Task Manager form instead
   - From Task Manager, go to Tools menu (another personalization)
   - Added an option to Service Requests
   => The form opens on Tasks tab, but the Task highlighted is not the one previously selected in the UWQ.

What is Working

The correct Task is opened when using the seeded functionality:
UWQ > Select SR Task > Open SR form on Tasks tab.





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