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Service Resolution/reaction Jeopardy Buffer (Doc ID 2800342.1)

Last updated on AUGUST 20, 2021

Applies to:

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

Symptoms

On : 12.2.6 version, Service Request Form

ACTUAL BEHAVIOR
---------------

The following two profiles meant for Agent dashboard which show the Service Requests which are about to miss SLA's based on profiles mentioned below:

(i) Service: Jeopardy: Resolution Date Buffer (in Days
(ii) Service: Jeopardy: Reaction Date Buffer (in Days)

are not working as expected if set in hours


EXPECTED BEHAVIOR
-----------------------
Expect the profiles to be available in hours


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to Applications
2. Go to Service responsibility
3. Navigate to Others >Profile System Values
4.Se the following profiles
Service: Jeopardy: Resolution Date Buffer (in Days 0.5
(ii) Service: Jeopardy: Reaction Date Buffer (in Days) 0.5
5.Navigate to Agent Dashboard

Observe that It doesn't highlight the SR in agent dashboard as per profile setup




Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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