My Oracle Support Banner

Agent Dashboard : When SR Owner Is A Group Then Task Owner Cannot See His/her Task (Doc ID 1592779.1)

Last updated on MAY 19, 2020

Applies to:

Oracle Teleservice - Version 12.0.6 to 12.1.3 [Release 12 to 12.1]
Information in this document applies to any platform.

Symptoms

On : 12.0.6 and 12.1.3 version, Work management

ACTUAL BEHAVIOR
------------------------

Agent Dashboard "My Group Owned Tasks" providing unexpected results


EXPECTED BEHAVIOR
-----------------------
This node is expected to show all tasks that are owned by the group including those linked to SR's that are owned by group where the task owner is not present

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create SR and assign to group resource
2. Create a SR task and assign to group resource
3. In Agent Dashboard agent who is a member of the task group cannot access the created task


Changes

 

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.