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Service Request Interaction History Associated With Wrong Contact (Doc ID 2755021.1)

Last updated on JUNE 27, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.20.10.0 and later
Information in this document applies to any platform.

Symptoms

On : NA version, Chat

Service Request Interaction Associated with with wrong Contact

We offer contacts the ability to the enter their Service Request number on the chat form. If the contact enters a service request number for a service request that does not belong to them, the interaction chat thread is appended to the existing service request associated with another contact.

Steps to reproduce.

1) Initiate a live chat -
2) Enter an existing service request number.
3) Enter contact details not associated with that service request.
4) Accept the chat as agent.
5) Verify the contact details
6) The service request is opened that the chat interaction is associated to the service request number the contact provided.

 

Cause

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In this Document
Symptoms
Cause
Solution
 Goal


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