My Oracle Support Banner

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.


To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.