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Issue With Results When No Filter By Condition Using Find Service Requests (Doc ID 1427844.1)

Last updated on MARCH 31, 2019

Applies to:

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

Symptoms


On Production: 12.1.2 version, Service Request Form

ACTUAL BEHAVIOR
---------------
On the Service Request Search form when the following search criteria is entered then some SRs on the list returned do not fall into the search criteria.


The search criteria entered was

1.Severity = Critical (Advanced tab)
2.Cont Type = Employee (Basic tab)
3.Cust Type = Organization (Basic tab)
4.Cust Country = China (Basic tab)


One of the SRs returned had Cont Type as Customer not employee as it should be.

EXPECTED BEHAVIOR
-----------------------
All SR returned should be as listed in the search criteria

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Service Responsibility - Search Service Request form
2. Enter search criteria details
-Severity = Critical (Advanced tab)
-Cont Type = Employee (Basic tab)
-Cust Type = Organization (Basic tab)
-Cust Country = United States (Basic tab)

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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