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Service Request Header Details Not Displaying After Personalization Message (Doc ID 1377960.1)

Last updated on DECEMBER 09, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.
CSXSRISR


Symptoms

Actual Behavior 

After create a personalization to display a message in the Find Service Request form and setting profile option "Service: Service Request Default Tab" to "Workbench", when search for an SR the main Service Request is displayed with an empty header.
The same happens after create a personalization to display a message in the Service Request form and setting profile option "Service: Service Request Default Tab" to "Workbench", when search for an SR the main Service Request is displayed with an empty header.

Expected Behavior

Expect to be able to open the form and display the header details whilst displaying a personalization message.

Steps to Reproduce

Scenario #1

  1. Set profile option "Service: Service Request Default Tab" to "Workbench".
  2. Create a personalization that displays a message in the Find Service Request form (CSXSRISV).
  3. In the Find Service Request form search for an SR.
  4. The personalization message is displayed. OK the message.
  5. The main Service Request form (CSXSRISR) is displayed but the header is empty.


Scenario #2

  1. Set profile option "Service: Service Request Default Tab" to "Workbench".
  2. Create a personalization that displays a message in the Create Service Request form (CSXSRISR).
  3. In UWQ double-click on an SR.
  4. The personalization message is displayed. OK the message.
  5. The main Service Request form (CSXSRISR) is displayed but the header is empty.

Changes

This worked ok in 11i but not in 12.1.3

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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