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CRM 9.2 - Known Issues Is Working As Cases And Solutions And Cases And Solutions Is Working As Known Issues (Doc ID 2343368.1)

Last updated on DECEMBER 27, 2017

Applies to:

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

Symptoms

On Development environment
Tools : 8.55.16
IMAGE13 and 9.2 application
SQL Server 2014 database.

Problem statement
-----------------------
Known Issues is working as Cases and Solutions AND
Cases and Solutions are working as Known Issues
As observed in application Solutions and Cases label tagged to CR_GBL_KNOWLEDGEBASE search category and Known Issues tagged to CR_RC_CASE search category.


Actual behavior
--------------------
When a user selects the Known Issues option in global search and search then we have returned the case results instead of known issues.

When a user selects the Cases and Solutions option in global search and search we have returned the known issues results instead of cases.


Expected behavior
------------------------
When searching for Known Issues then Known Issues should be shown.
When searching for Cases and Solutions then Cases and Solutions should be shown.

Steps
---------
1. The “Navigator” and “Solutions and Cases” are enabled for an employee in global search.
2. User selects the Solutions and Cases. Writes the keyword: “Test” and search.
3. Known issues are shown.
4. The “Navigator” , “Solutions and Cases” , “Known Issues” and “Person” options are enabled for an admin in global search.
5. User Selects Known Issues. Writes the keyword: "Open" and search.
6. Cases are shown.

Cause

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In this Document
Symptoms
Cause
Solution
References


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