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Service CUST_PARTY_STATUS parameter is not working for Relationship Plans in Service Request form (Doc ID 1286185.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Care - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

Find that Relationship Plans using Action/Process/Condition that has parameter CUST_PARTY_STATUS are not working in Service Request form.
The same relationship plans works correctly in Contact Center.

Expected Behavior

Expect relationship plans defined with parameter CUST_PARTY_STATUS in Action/Process/Condition to work without problem in Service Request form.

Steps to Reproduce

1. Navigate to Customer Support > Setup > Relationship Plans > Events > Define Action.
2. Define an Action that uses parameters CUST_PARTY_STATUS
3. Navigate to Customer Support > Setup > Relationship Plans > Events > Define Process Definition.
4. Define a Process with parameter CUST_PARTY_STATUS
5. Navigate to Customer Support > Setup > Relationship Plans > Define Relationship Plans.
6. Define a relationship plans with a Condition that uses an Action and Process with parameter CUST_PARTY_STATUS.
7. Assign the newly defined relationship plan to a party.
8. Navigate to Contact Center and look for the party that has the relationship plan associated. The RP message pop-up without problem.
9. Navigate to Service Request and look for the party that has the relationship plan associated. The RP message doesn't pop-up.

Cause

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In this Document
Symptoms
Cause
Solution
References


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