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The Count of Tickets is Lost in Service Request Queue after doing a Quick Update (Doc ID 2354843.1)

Last updated on MARCH 18, 2019

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, Service Desk Analyst > Agent Dashboard page


ACTUAL BEHAVIOR
---------------
The count of Service Requests returned in the SR queue is missing after doing a Quick Update
The Counter is showing us () only

EXPECTED BEHAVIOR
-----------------------
The counter should display the number of the open Service Requests (SRs).

STEPS
-----------------------

(R) Service Desk Analyst
(N) Agent Dashboard
 - Click on Service Request Work Queues hide/show region
 - Current count is (999) for My service Requests
 - Click on pencil icon under column heading ‘Quick Update‘
 - Update some detail and save.
 - Here is the count () is null

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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