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How To Modify Service Request Statuses Under 'My Group Owned SR's' In Agent Dashboard? (Doc ID 2287215.1)

Last updated on FEBRUARY 06, 2022

Applies to:

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


Question 1: How to customize the table view inside the agent dashboard we need to create a new view for the table "My Group Owned Service Requests" so this table contains SR with specific status "Planned".

The point of this is to make multiple responsibilities and each responsibility can view only specific SR with specific status.

How to achieve such requirement?
Question 2: Is there a standard way for setting up "My Group Owned Service Requests" to only display SR's with a particular status for example: "Planned" ?


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