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 JULY 14, 2020
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.
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.
No service requests require your attention at this time.
(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.
Users need to assign the SRs and select the most urgent case to work on manually.
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