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CRM 9.2 - Duplicate Entries In Detailed View Of Case Arrival Vs Closure Pivot (Doc ID 2369809.1)

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.

Symptoms


Application CRM 9.2 Image 13
PeopleTools 8.55.19


Duplicate entries of same case are shown in the arrival vs closure pivot detailed view. The same case appears twice in the list.

This duplicity happens in case of cases raised for employees who have a preferred name as well as a primary name.

Cases managed by an employee with preferred and primary name are shown twice in detailed view of Arrival vs Closure pivot grid.



Step 1:- Login to application and navigate to Case Arrival vs Closure Dashboard.
Step 2:- Click on any of the bars in the bar chart to get option to see detailed view.
Step 3:- Click on Detailed.
Step 4: - Duplicate entries of same case appear in the detailed view.

Note: The duplicate entries are having the same owner (employee) but with both primary and preferred names.


Cause

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In this Document
Symptoms
Cause
Solution
References


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