24477188 / ER 25160263: CsLogsRN Vs SRLogxRN In UpdateSRPG: Link To Email Not Available (Doc ID 2209420.1)

Last updated on DECEMBER 07, 2016

Applies to:

Oracle Customer Support - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

In page CsLogsRN, the link to the email is not available anymore when the ticket is created based on an email and processed with E-Mail Center (IEM).
CsLogsRN was introduced in 12.2.5 and offers new functionality to sort and filter the SR and Task Audits (and hopefully soon SR Notes, and Task Notes and Debrief Notes).

Expected Behavior:

CsLogsRN should have the email hyperlink as well, as it was in SRLogxRN.

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

 - Query SR
 - History Tab
 - OAF-PAGE-NAME: /oracle/apps/cs/csz/incident/webui/UpdateSRPG
    Region
        SRLogxRN (12.2.3 but still available)
        CsLogsRN (Standard in 12.2.5)  

      . Create a ticket out an email via email center responsibilities
      . change to customer support specialist responsibility and open the ticket you created in the email center responsibility
      . check to the hyperlink of the email in CsLogsRN.
      . Now personalize Update SRPG in a manner in which you render CsLogsRN false and SRLogxRN true.
      . Best do this via the functional administrator.
      . Clear the application tear cache and re-query via the agent dashboard>Agent tools (resp: customer support specialist) the same ticket.
      . Check the tab History in which the SRLogxRN is active.
      . Look for the links to the email as shown in the above screenshots.
      . navigation path: Use responsibility ‘Customer Support Specialist’
      . navigate to the dashboard and create a ticket.
      . Within the ticket (UpdateSRPG) navigate to the tab ‘Resolution and Wrap Up’ and create a task.
      . Open the task via the update pencil and change the task owner.
      . Then save.

Workaround:

Activate the region SRLogxRN, which does not include the new feature of from CsLogsRN

Cause

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