My Oracle Support Banner

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 later
Information in this document applies to any platform.


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




To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.