Personalize Button "Service Request Escalation" Is Not Available

(Doc ID 2009685.1)

Last updated on MARCH 22, 2018

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".
It is not possible to modify the rendered property using personalization to not show the new button.


EXPECTED BEHAVIOR
-----------------------
Being able to hide the service request escalation button.

Cause

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