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The Owner List of Values on the Mass Service Request Update Form Does Not Work When Service Security is Enabled (Doc ID 1537936.1)

Last updated on MAY 22, 2020

Applies to:

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

Symptoms

On : 12.1.3 version,

ACTUAL BEHAVIOR
---------------
On the Mass Service Request Update pages, the Group and Owner LOV's do not work as expected.
When choosing a Group, the Owner LOV does not show the Group members.
The Members are defined for the Group.

Service Security is enabled.

Expected owners are in the LOV if Service Security is turned off.



EXPECTED BEHAVIOR
-----------------------
Owner LOV to list the group members of the Group

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
---------------------------------------------------
Service Lead/ Agent responsibility - Mass Service Request/ Task Update - Mass Service Request Update

- Search for SR's to be mass updated

- select a Group from the Update Criteria

- Query 'Owner' - no values returned, despite the fact that Owners have been defined for these groups.



Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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