CRM - Updating a Case brings users back to search page (Doc ID 622201.1)

Last updated on JANUARY 25, 2016

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 8.4 and later
PeopleSoft Enterprise CRM HelpDesk - Employee Self Service - Version 8.4 and later
PeopleSoft Enterprise CRM Support - Customer Self Service - Version 8.4 and later
PeopleSoft Enterprise CRM Support - Version 8.4 and later
Information in this document applies to any platform.

Symptoms


CRM - When a Case is left idle for a period of time, then  when  the user takes an action that causes a refresh of the Case screen (for example: Saving a Case, Adding an Independent Text Solution, Updating a Resolution Status) the system brings the user to the Case Search Screen as opposed to staying in the Case Screen and any information that was not previously saved is lost.

Cause

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