Service Modules: Duplicate Service Request Check / Validation (Doc ID 1299590.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Oracle iSupport - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Oracle Customer Support - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Oracle Customer Care - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
***Checked for relevance on 1-SEP-2015***

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Goal

Need to implement the Duplicate Service Request Check functionality provided by Oracle Service based on "Duplicate Checking Based on Customer and Item".

Performed the setups to enable the duplicate checking as per Oracle TeleService Guide.
However, the validation is not performed in Service HTML or iSupport.

(R) Customer Support
(N) Agent Dashboard
 or
 iSupport external users

After assigning two Service Requests (SRs) with same Problem Description, Customer and/or Serial Number to a single owner, the two SRs are assigned to the owner but the pop up message stating that duplicate SRs have been created does not come.

Solution

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