Service - "Get Next Work": If There Are No SRs In Individual List, Next SR Should Be Taken From Group Owned List (Doc ID 2209393.1)

Last updated on DECEMBER 06, 2016

Applies to:

Oracle Universal Work Queue - Version 12.2.4 to 12.2.5 [Release 12.2]
Oracle Customer Support - Version 12.2.4 to 12.2.5 [Release 12.2]
Information in this document applies to any platform.

Symptoms

In Agent Dashboard - "Get Next Work" functionality:
If no more Service Requests (SR) are in Owner's list, the next SR should be taken from Group Owned list.

However, users are given a message, saying that there is no immediate work to be done.

Error:

No service requests require your attention at this time.

Steps:

(R) Customer CSZ Responsibility
(N) Agent Dashboard

- Scroll down to the "Group Owned" bin
- Click on the Get Next Work button

=> No SR is ready to be worked.
    Message is displayed on the top left part of the page.

What Has Changed:

Business Users used this functionality in 12.1.3 without problems.

Workaround:

Users need to assign the SRs and select the most urgent case to work on manually.

Cause

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