SAP Knowledge Base Article - Public

3784452 - Unassigned Closed Cases Under "Unassigned" Query At Home Page

Symptom

The user sees unassigned Closed cases under Unassigned Query.

Environment

SAP Sales and Service Cloud Version 2

Reproducing the Issue

  1. Navigate to the Home Dashboard.
  2. Open the widget "All Unassigned Cases."
  3. Observe that closed cases are still listed. 

Cause

This is the expected behavior of the system under these conditions.

Resolution

  1. Cases are displayed based on status so, even unassigned cases are displayed in the query.
  2. If cases are closed, it is not possible to change anything on such records. 

It is possible to access the Influence Portal and suggest an improvement in this scenario if this can be changed in order to best serve specific business purposes.

Keywords

Unassigned; Closed; Cases; Query; Home; Page. , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-HOM , Home Page for SAP Sales/Service Cloud , Product Enhancement

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0