Selecting Get Next Work Button Results In Errors (Doc ID 1601144.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

When attempting to use the Get Next Work button on the Agent Dashboard, the following error occurs.

Error:

1. You do not have access to the service request with the current responsibility. Please choose a different responsibility with the required access.
2. You do not have access to the service request with the current responsibility. Please choose a different responsibility with the required access.
3. You do not have access to the service request with the current responsibility. Please choose a different responsibility with the required access.
4. You do not have access to the service request with the current responsibility. Please choose a different responsibility with the required access.
5. You do not have access to the service request with the current responsibility. Please choose a different responsibility with the required access.
6. Developer error - mandatory parameters for Notes are missing. Contact support.
7. You do not have access to the service request with the current responsibility. Please choose a different responsibility with the required access.
8. You do not have access to the service request with the current responsibility. Please choose a different responsibility with the required access


Steps To Reproduce:
The issue can be reproduced at will with the following steps:
1. Service Desk Analyst>Next Work
2. Click on Next Work
3. Service Request is assigned to a group
4. Error


Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms