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CRM Type And Detail Drop Down Not Being Populated After Changing Business Unit (Doc ID 2494426.1)

Last updated on FEBRUARY 04, 2019

Applies to:

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

Symptoms

Environment
----------------
Production
CRM 9.2 with PUM 15 and Fluid
PTools 8.56.08

Problem statement
-----------------------
Employee Self Service Helpdesk Case Category / Type / Details populates the values ok only for default Business Unit. Change Business Unit with a different one and select a new category, no Type values displayed on the Type dropdown.

Actual behavior
--------------------
When the initial BU is changed the CTD is not being populated thus cannot be changed.

Expected behavior
------------------------
Case Category / Type / Details should be shown/should be available even if BU is changed.

Steps
--------
1. Login as VP1, and enable Business Unit field via CRM_HHD_CCASE_FL Display Template Id under Setup CRM > Common Definitions > Component Configuration > Display Template Details
2. Make sure there is No default CTD values setup under Setup CRM > Business Unit Related > Call Center Definition
3. Login as ABC or any self service user
4. Access Employee Self service HR HelpDesk Create Case
5. Using the default BU, manually select Category, Type Detail -- all fields get populated ok.
6. Remove the values of Detail, Type, Category and select a new Business Unit
7. Select a new Category -- works ok.
8. Click Type drop down -- no value is shown even though there are values defined in the system.


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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