Issue While Updating Phone Numbers In All Phones

(Doc ID 2396731.1)

Last updated on MAY 31, 2018

Applies to:

Oracle Fusion Sales Cloud Service - Version 11.13.17.11.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.17.11.0 version, Accounts, Contacts, Households

ACTUAL BEHAVIOR
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Issue while updating phone numbers in All Phones

Updating existing phone numbers in All Phones doesnt update phone number on the Account record and sometimes the update doesnt show at all.

EXPECTED BEHAVIOR
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Updating the phone number should work all the time

STEPS
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The issue can be reproduced at will with the following steps:
1. Login to OSC
2. Navigate to Accounts-> Drilldown on account -> Account Profile -> All Phones
3. Update primary phone -> Save Account -> Update doesnt show in Account Profile
4. Update non primary phone -> Save Account -> Update doesnt show in list of phones


BUSINESS IMPACT
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This is impacting data being stored in Sales Cloud. The data entered should be saved as per user prompt and this is impacting users daily activities maintaining customers.

Cause

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