Entitlement And Deadlines Tab Not Opening For Some Service Requests in Agent Dashboard

(Doc ID 2320519.1)

Last updated on OCTOBER 24, 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 in Production environment

ACTUAL BEHAVIOR
---------------
Entitlement and Deadlines Tab not opening for SRs created from iSupport


EXPECTED BEHAVIOR
-----------------------
Able to open Entitlement and Deadlines Tab for all SRs

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1.Create SR with serial number from iSupport
2. Open the SR in Agent Dashboard
3. Try to navigate to Entitlements and Deadlines Tab


Changes

 

Cause

Sign In with your My Oracle Support account

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

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms