Interactions On Update Service Request Page Not Showing Agent Name But Displays as Automated Service Request System
(Doc ID 3000642.1)
Last updated on JANUARY 29, 2024
Applies to:
Oracle Customer Support - Version 12.2.8 and laterInformation in this document applies to any platform.
Symptoms
From HTML Contact Center, The Interactions Tab in the update Service Page does not show the Agent Name in the Agent column but instead it
displays as Automated Service Request System
Expect the Agent name to be displayed in the Agent column in the Interactions tab of the update service request
The issue can be reproduced at will with the following steps:
1) Field Service Manager (R)
2) Customer Management, HTML Contact Center Page (N)
3) Create Service Request - The service request is created
4) Navigate to Update Service Request Page - select the Interactions tab
5) In the Agent column, the name of the Agent is not displayed
Instead it shows as - Automated Service Request System
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |
| References |