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Agent Gets The Error Alternate Contact's Role Must Be Resolved Before Saving The Case. (Doc ID 2303271.1)

Last updated on JULY 22, 2020

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 and later
Information in this document applies to any platform.


PeopleTools release: 8.55
PeopleSoft Application and release: CRM 9.2 PUM 13

Description of Problem:
Once an employee changes the Alternate Contact Person on the Case using Self Service(Fluid Page), and the agent goes in to update the notes on the case (using ‘Search Case’ component), the Agent gets the error as shown bellow

The sequence of events:
1) HR Helpdesk Agent, Homepage
2) My Cases Tile
3) Open Case ID 220877
4) At the details tab check for
Created For ABC XYZ
Reported By ABC XYZ
5) Go to contact tab
6) Click on Contact selection
7) Select new contact
8) Open case from Agent view
9) Go to notes tab and add note and try to save the case
10 ) It will give the following message:

Alternate Contact's Role must be resolved before saving the case.
Message Catalog: 17831, 526




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