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Note Details Copied From One Note To Another When Entered Through Log And Notes (Doc ID 1137563.1)

Last updated on MAY 19, 2020

Applies to:

Oracle Teleservice - Version to [Release 11.5]
Information in this document applies to any platform.


Find that when using the "Log and Notes" in creating a service request note, when a note is created with a Description and with Note Details and saved, then a second note is created, only with Note Description (no details) the previous note details is being copied to the new note.

Expected Behavior
Expect the note details from a previous note to now being copied to a new note.

What is Working?
Workaround is to enter the notes directly in the Workbench tab rather than entering via the Log and Notes area.

Steps to Reproduct
The issue can be reproduced at will with the following steps:

  1. Navigate to Customer Support > Search for any existing SR or Create a new SR
  2. Navigate to Workbench Tab
  3. Click on Log and Notes button
  4. Leave Type and Visibility as default.
  5. Enter Note in Description.
  6. Click on Note Details.
  7. Enter a Note in Note Details
  8. Leave context and value blank
  9. Click on OK.
  10. Click on SAVE.
  11. Click on Close.
  12. Click in Log and Notes once again.
  13. Enter notes under Description.
  14. Click on Save.
  15. Click on Close.
  16. Go to TOOLS/NOTES. Will see that the last note that had no Note Details added pulls in the Note Details from a previous note.




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