Personalize Button "Service Request Escalation" Is Not Available (Doc ID 2009685.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

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

Symptoms

On : 12.1.3 version,

ACTUAL BEHAVIOR
---------------
Personalize button "Service Request Escalation" not available

Applied patch <19227748:R12.CSZ.B> - UNABLE TO EXTEND AGENTQUEUEVO.XML
This patch has introduced a new button "Service Request Escalation". We do not want this button to shown on the page but not able to modify to not rendered using personalization.


EXPECTED BEHAVIOR
-----------------------
To be able to hide the SR escalation button.

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