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Service HTML: When a Resource was End-dated, the Individual Owner is Null (Doc ID 2638486.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

In Service HTML:

After a Resource has been end-dated, the Individual Owner becomes null in the Agent Dashboard.
In other words, after end-dating a Resource in CRM Administrator, when the user comes back to the Service Request page, the Individual Owner is no longer populated.

Expected Behavior:

The original owner of the SR should remain in the Service Request for documentation purposes.

Steps:

1. Find SR for active employee , review the individual owner
2. End-date the Resource in CRM Administrator
3. Go to the same Service Request from Step 1
4. Make a change like Status, Request Type, etc.

=> The individual owner and group both become null.


Cause

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In this Document
Symptoms
Cause
Solution
References


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