Customer Support Specialist (CSZ): How to Rename Titles of Service Request pages

(Doc ID 1639125.1)

Last updated on MAY 24, 2016

Applies to:

Oracle Customer Support - Version 12.1.2 to 12.2.5 [Release 12.1 to 12.2]
Information in this document applies to any platform.


Need to perform the following changes in ‘Customer Support Specialist’ responsibility:

[ 1 ]

. From "Update Service Request:12345 - Issue : 1111-0000"
. To "Update Customer Event:12345 - Issue : 1111-0000"

- Click Agent Dashboard
- Select/open any Service Request number

On the Update Service Request page:
How to change the 'Service Request' reference to 'Customer Event'?

[ 2 ]

(R) Customer Support Specialist
(N) Customer Support > Universal Work Queue

- Click on a Service Request node
- For a given SR, scroll to the right on the grid and click the 'Quick Update' icon.

One window is popped up with the title 'Update Service Request'.
Need to change that title.



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