Service Request Header Details Not Displaying After Personalization Message
(Doc ID 1377960.1)
Last updated on FEBRUARY 06, 2022
Applies to:
Oracle Teleservice - Version 12.1.3 and laterInformation 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
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Cause |
Solution |
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