End users can not see service requests in iSupport

(Doc ID 2355613.1)

Last updated on JANUARY 31, 2018

Applies to:

Oracle iSupport - Version 12.2.6 and later
Oracle Teleservice - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, iSupport

ACTUAL BEHAVIOR
---------------
End users can not see service requests in iSupport. Even when Service System Parameters is set to "No Security"

EXPECTED BEHAVIOR
-----------------------
Expect to see all SRs in iSupport.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. In the Service Request form, verify that a service request exists for a certain contact/party
2. In iSupport, logon with a user that belongs to the same party
3. try to search for the service request and is not available


Cause

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