HS-210 - Unable To Re-assign Conversations/Interactions (Doc ID 2916514.1)

Last updated on DECEMBER 20, 2022

Applies to:

Symptoms

On : 14.5.0.3.0 version, Production Support-SET
Patch set : 14.5.0.3.0 , Maintenance line
HS-210 - Unable to re-assign Conversations/Interactions

ACTUAL BEHAVIOR
-----------------------------
The users are no longer able to reassign conversations. For example: in V12 if a Conversation/Interaction was sent to Jonny, another user could go in and update or send on, however in v14.5 the users can no longer do this, only the assigned user can pick up the Conversation/Interaction. When trying to unlock the Conversation/Interaction the user receives the Error Msg - IT-00010 & ST-SAVE-028. The error is coming when assigned to USER rather than to ROLE, therefore the user can only amend conversations assigned to their USER or to the Banking ROLE.

User could observe that v12, where interactions/conversations which are assigned to another user can be picked by current user is the assigned to user or is in the same role(s) as the assigned to user.
In v14, based on the filter User/Role if it’s role then any user with that role can access the interaction. If it’s user then the current user must be assigned or should be in the upper RM hierarchy of the assigned to user.


Error Codes
-----------------------------------
IT-00010 & ST-SAVE-028

EXPECTED BEHAVIOR
-----------------------
User should pick up another users conversations and work on them/action the request, without the need for a new conversation

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Go to Interactions Tab
2. Select Conversation/Interaction assigned to another User
3. Error occurs when trying to unlock the Conversation


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot re-assign Conversations/Interactions when users aren't available, meaning the initial user/creator needs to create a new Conversations/Interactions .

Changes

 The Changes  have been done to allow unlock of interaction record using users having “RM-ROLE”

Cause

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