Previous Owner of the Account was not Retained on the Account Team (Doc ID 2258346.1)

Last updated on APRIL 24, 2017

Applies to:

Oracle CRM On Demand - Version 031CS to 031CS [Release 31]
Information in this document applies to any platform.

Symptoms

When attempting to view the account team for an account the following occurs...
  
  EXPECTED BEHAVIOR
  -----------------------
  The application should show all the team members of the account and the previous owners under Team section because All Interactive Operations is selected under Customizing Previous Ownership for Shared Records

  ACTUAL BEHAVIOR
  -----------------------
  For 2 accounts the previous owners are not kept under team related section

  BUSINESS IMPACT
  ----------------------
  The customer wants to know the reason why the previous owners for those accounts were not retained
  
  STEPS
  -----------------------
  By following these steps the issue can be reproduced:
  1. Impersonate the user XXX 
  2. Under search action bar select Companies (Accounts )
  3. Under External id field type xxxxxx 
  4. After the company details are displayed go to Account Team section
  5. We can see only 2 team members but if we check the audit trail for this account we can see there were more owners for that account who are not part of the team anymore. All Interactive Operations is selected under Customizing Previous Ownership for Shared Records



Changes

 As per the Help file the previous owner of the record will be retained in the team, except when the owner is changed using the Import Assistant, the assignment manager, the mass update feature, or Web services.

Cause

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