Agent Dashboard:Service Request Escalation Button Cannot be Hidden Through Personalization (Doc ID 2214008.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

On : 12.2.5 version, Update Service Request

ACTUAL BEHAVIOR
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Unable to hide Service Request Escalation Button through Personalization


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Able to hide Service Request Escalation Button through Personalization



STEPS
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The issue can be reproduced at will with the following steps:
1. Agent Dashbaord
2. Update Sr page
3. click on Personalize Page link

- Select personalize option for "Submit Button: Service Request Escalation"

- Update the option to false

- Navigate to Update SR page and note that the button "Service Request Escalation " is still visible


Cause

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