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Contact Center Allows to Create Person/Org Relationship With An Inactive Org (Doc ID 1370993.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Care - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

When an Organization is inactivated or merged and becomes inactive, in Contact Center it is still possible to query and create a PERSON relationship with this "inactive" Organization.

Expected Behavior

Need to modify this LOV to NOT include “inactive” Organizations.

Steps to Reproduce

(R) Data Librarian
(N) “Data Quality” tab and select “Party Maintenance”
- Query the ORG that you want to inactivate
- Save

Upon inactivating the Organization:

(R) Service
(N) Customer Management > Contact Center
- Look up a PERSON to create a relationship to an ORG.
- Query a PERSON and go to “Relationship” Tab
- Add the ORG relationship and click on the LOV

On this List of Values, you will find all ORGs including those that have been inactivated.

BUSINESS IMPACT
-----------------------
This is confusing and would like the ability to not query inactive ORGs to create relationships with.

Changes

Inactivated an Organization.

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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