SORTING FUNCTION REQUIRED ON CUSTOMER CONTACT TYPE PAGE'S POP-UP SEARCH WINDOW

(Doc ID 1468914.1)

Last updated on JULY 19, 2017

Applies to:

Oracle Utilities Customer Care and Billing - Version 2.3.1 and later
Information in this document applies to any platform.

Symptoms

On : 2.3.1 version, CI - Customer Information

ACTUAL BEHAVIOR
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In Customer Contact Type Page, pop-up window for search appear.
Click on the icon of "Contact Class&Contact Type", the result is sorted by Contact Class&Contact Type
Click on the icon of "Description", the result is still sorted by Contact Class&Contact Type

EXPECTED BEHAVIOR
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In Customer Contact Type Page, pop-up window for search appear.
Click on the icon of "Description", the result should be sorted by Description.

STEPS
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The issue can be reproduced at will with the following steps:
1. In Customer Contact Type Page, pop-up window for search appear.
2. Click on the icon of "Contact Class&Contact Type", the result is sorted by Contact Class&Contact Type
3. Click on the icon of "Description", the result is still sorted by Contact Class&Contact Type

BUSINESS IMPACT
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Customers are trying to increase the response time of the call center agents in responding to calls. One thing they raised is that when searching for customer contact types, they are doing the additional click on the Description column to have them sorted by description as they are more familiar with the description rather than the contact type code. However,because of the number of contact types we currently have, the page takes time to resort the results again.

On most search pages, the adjacent search button automatically displays the results sorted based on the criteria. Like in Case Type search, if you click on the search icon next to the Description field, the results are automatically sorted by description. Customer would like to have the same behavior on the Customer Contact Type.

Cause

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