CRM - Inactive Worker Being Selected At Reported By Field (Doc ID 2305714.1)

Last updated on SEPTEMBER 11, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms

 ISSUE

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When Call Center Agents create a case for a worker, and change the reported by field to the Manager of the worker, they are able to select another worker which is already inactive in the system.

STEPS
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1. Go to HelpDesk > Add a Case
2. Change the Reported By value by emptying the field and clicking on the prompt button
3. Search for Employee
Inactive employee shows up in result

Due to this issue, Active Worker having the same name is not able to receive notifications. 

Cause

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