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Mandate Search Criteria Profile Option Does Not Apply For Saved Searches (Doc ID 744245.1)

Last updated on DECEMBER 09, 2020

Applies to:

Oracle Customer Support - Version 12.0.2 and later
Information in this document applies to any platform.

Symptoms

When setting the Profile Option "Service: Mandate Minimum Search Criteria" to 'No', the advanced search now does not require minimum search criteria such as within 30 days or other search attributes.
However, when attempting to save the search using the Saved Search button and create a new saved search, it will not let you save because those minimum search criterias are REQUIRED despite of the profile option being set.

STEPS

Profile Option "Service: Mandate Minimum Search Criteria" is set to NO

1. Select Customer Support Specialist responsibility
2. In the Agent tools of the Agent dashboard, click on Advanced search
3. Perform a search without any criteria
4. Save the search clicking "Save Search As"
5. provide the name of the saved search
6. Error is displayed:

"You must enter additional search criteria from one of the following three groups: 1. Enter any of the following fields: Customer, Customer Number, Serial Number, Instance Tag, or Contact. 2. Specify a date range in the Date Crated From and To fields. 3. Specify an Individual Owner and the Active flag as "Yes""

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References

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