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Case Notes Email URL is taking Agents to Employee Facing Case than Agent Facing Case Page (Doc ID 2397423.1)

Last updated on JUNE 04, 2018

Applies to:

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

Symptoms

On : 9.2 version, Correspondence Management

ACTUAL BEHAVIOR
---------------
URL for the correspondence template sent by AAF policy when a Case Note is added is taking agents to employee facing fluid case page rather than agent facing case page.


EXPECTED BEHAVIOR
-----------------------
URL should take agents to agent facing case management.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1. Configure an AAF policy to send email to assigned agent when a new case note record is added to Existing Self Service HelpDesk Case.

2. Create a new Employee Self Service Case and make sure it is assigned to an agent

3. While login as employee, add a note to the case via Self Service. On save, this triggers the AAF policy created on step # 1.

4. Checked Agent’s Inbox.

5. Click on URL in the email sent by AAF policy.

6. Agent is taken to the Employee Case Page and not to agent facing case page.


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, agents have to perform additional mouse clicks to navigate to the Agent Facing Case page with the side notes to perform case work and follow up.

Cause

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