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ER: Accept Button For Service Request In Agent Dashboard Does Not Change The SR Status (Doc ID 2715478.1)

Last updated on OCTOBER 05, 2020

Applies to:

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


(R) Customer Support Specialist
(N) Agent Dashboard

 - Section: "My Group Owned Service Requests"
 - For one Service Request (SR), click on 'Accept' Icon.

That opens the SR and assign the user as the Individual Owner of the SR but the Status of the SR remains to the Open.
We wanted to know if it is possible to have the status of the SR changed to say "In Progress".


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