CRM 9.2 - Count Number of Open Cases On My Cases Tile Includes Cases That Should Not Be Counted

(Doc ID 2394430.1)

Last updated on MAY 03, 2018

Applies to:

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

Symptoms


Count of My Cases tile is showing also the cases that are set as "Internal, exclude case contact"


When the case is made as "Internal, exclude case contact" it is also counted in My Cases tile


1. Login as an employee and check the open cases count
2. Login as an agent and create a case for the same above employee with employee and reported by are different and case visibility as 'Internal, exclude case contact'.
3. Login again as an employee and check the open cases count on My Cases tile


Changes

 

Cause

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