General Tab and Additional Info Tab Do Not Get Updated With Expected Followup Information (Doc ID 2760759.1)

Last updated on JULY 13, 2023

Applies to:

Symptoms

After accepting Followup:
The expected row for Followup in not seen in the General Tab
The expected entries for Differences Report and Followup XML are not seen in Additional Information tab

1. Received a Followup XML from Reporting Destination
2. Reports > ICSR Pending
3. Select Duplicate Search to find Initial case
4. Click [View Difference] button
5. Use Select checkbox to deselect everything
6. [Accept Followup] button
7. Open the case
8. General tab
9. No Followup row is added
10. Additional Information tab
11. There is no Differences Report or Followup XML file added
12. Reports > Processed ICSR

The case shows as Accepted Follow-up

No errors in any log files

Cause

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