How to Search the Service Request in Closed Status in 'Mass Service Request Update' Search Page

(Doc ID 2045793.1)

Last updated on SEPTEMBER 01, 2017

Applies to:

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


Question#1: How to perform a Mass Service Request Update on Service Requests in "Closed" Status?
Entered the other search attributes and the 'Status' attribute is set to "Closed" in the search page, but no records are listed (even though there are service requests in Closed status).

Question#2: How to mass update the SR "Problem Code" which is not in the "Update Criteria" page. Is there a way to add "Problem Code" to the Update Criteria via personalization?


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