TeleService: Service Request Search Results Are Returning Non-Mapped SR Types (Doc ID 1436570.1)

Last updated on MARCH 01, 2017

Applies to:

Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
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Goal

In TeleService, implemented Service Request Type - Responsibility Mappings.
Then enabled Service Security (*).

- Mapped Request Type 'ABC' to just Responsibility 'Service 1'.
- Logged in with a different responsibility (i.e. 'Service 2')
- Performed a search based on a different criteria (i.e. Created On Date).

Users may find that the search returns every Service Request that meets that Created On condition, regardless of the Type.


(*) The navigation to the Service Security changed in Release 12:
    - For 11i: (R) Customer Support (N) Setup > Service Security
    - For R12: (R) Service (N) Setup > Rules > Service System Parameters

Solution

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