The Count of Tickets is Lost in Service Request Queue after doing a Quick Update

(Doc ID 2354843.1)

Last updated on JANUARY 30, 2018

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 Tickets is lost in SR queue after doing a Quick Update
The Counter is showing us () only

EXPECTED BEHAVIOR
-----------------------
The counter should display the number of the open SRs.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Navigate to Agent Dashboard from Service Desk Analyst
2. Click on Service Request Work Queues hide/show region
3. Current count is (999) for My service Requests
4. Click on pencil icon under column heading ‘Quick Update‘
5. Update some detail and save.
6. Here is the count () is null

Changes

 

Cause

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