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Wildcard In Task Assignee Brings Up List Of All Employees, Not Limited To Members Of Owner Group (Doc ID 1529984.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Service Request Form

Actual Behavior

With profile option "Service: Filter Task Assignee LOV by the Task Owner Group" is set to "Yes", the Service Request Tasks tab Assignee field LOV is not filtering by task owner group when using wildcard (%) and tab out from the assignee field.
Using the ellipse (...) button the LOV filters correctly.
Also, after using ellipse (...) button, if in the same SR you use % + tab the LOV continue filtering correctly.
But if the forms is closed and re-opened, using %+tab on the task assignee field shows again an LOV that is not filtered by task owner group

Expected Behavior

Expect the LOv to be filtered all the time.

Steps to Reproduce

Flow#1:
======
Select Owner Type as "Group Resource" and enter a group as owner.
In the Assignee Type field select "Employee Resource"
In the Assignee field enter % and tab out. The Assignees LOV window pop-up
In the Assignees enter % and click Find button.
All the employee resources are displayed and the LOV doesn't filter by task owner group, which is incorrect.


Flow#2:
======
Select Owner Type as "Group Resource" and enter a group as owner.
In the Assignee Type field select "Employee Resource"
In the Assignee field click the ellipse (...) button. The Assignees LOV window pop-up
In the Assignees enter % and click Find button.
The LOV is correctly filtered by task owner group.

And once you have done flow#2 once in an SR, if you go and perform flow#1 on the same SR (enter % in the Assignee field and tab out and then enter % and click find) the LOV is correctly filtered. But if you close the form and try using flow#1 again, the LOV is still not filtered.


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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