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E-CRM: Case Search View Date Range Not Working (Doc ID 2681299.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

Helpdesk users cannot use date filters to filter out cases created longer than a certain time period (7 days and 30 days tested).
The expected behavior: When using date filters, the case search results should fall into the date range used.


The issue can be reproduced at will with the following steps (using DEMO environment):
1. Login as a S/S user (JMENENDEZ/JMENENDEZ).
2. Employee S/S > HR Helpdesk > Find Cases
3. Choose Predefined Search = My cases reported in the last 30 days.

NOTE: If the 30 days filter is not present in the drop down do this:
4. Setup CRM > Product Related > Call Center > Self-Service Configuration > Predefined Search Attributes
5. Open HHD_SS
6. Enable the "Last 30 days" and "Last 7 Days" values. Select Enable checkbox.
7. Repeat steps #2 and #3 above. Customer is seeing cases that fall outside of the date range.

Due to this issue, users cannot filter their cases based on date range.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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