TeleService: Message accessing Contact Center from Service Request form - Active Dashboard Group does not exist (Doc ID 301169.1)

Last updated on AUGUST 22, 2016

Applies to:

Oracle Customer Care - Version 11.5.9 to 12.2.5 [Release 11.5 to 12.2]
Information in this document applies to any platform.
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Symptoms

When navigating from the Service Request form to the Contact Center using the Customer Button, the following Note / Message pops up:

"Active Dashboard Group does not exist for this form.
 Use the Profile Setup form to attach an Active Dashboard Group."

These message may also appear when accessing the Contact Center Dashboard from the Service Request 'Dashboard' button, or TeleSales, or accessing the Contact Center form using a custom responsibility.

Steps:

(R) Customer Support / Field Service Dispatcher / Service / Any Custom Responsibility
(N) Customer Management > Contact Center

1. Query for a Customer
2. Go to the Dashboard Tab
3. Click on Refresh

 

(N) Service Requests > Create Service Request

1. Query a Service Request
2. Click on the Dashboard button
   or
    Try to open the Contact Center

(R) TeleSales Agent
(N) eBusiness Center

 1. Query for a Customer 2. Go to the Dashboard Tab

 => Message appears.

 

Cause

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