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