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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 FEBRUARY 04, 2019

Applies to:

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


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.

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.


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