Agent Dashboard / UWQ: Get Next Work Is Not Retrieving the Expected Information

(Doc ID 2198082.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

When using the "Get Next Work" function within Agent Dashboard, no Service Request is retrieved.

The "My Service Requests" list shows available Service Requests, but still the SRs are not retrieved.
The table IEU_UWQM_ITEMS may have records.

Error:

No service requests require your attention at this time.

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

 - 'My Service Requests'
 - SRs are listed
 - Click the 'Get Next Work' button

   => Error displayed.

What is Working:

- It may work with other responsibilities.
- It may work with other SR Types.

Cause

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