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Incorrect Employee Name Displayed in Service Notifications (Doc ID 1478469.1)

Last updated on JULY 21, 2020

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.

Symptoms

This issue occurs for a notification that is sent to a Service Request (SR) contact that is an Employee but not an E-Business User.
When the person last name is changed in HR using the "Update" option, a SR Notification created for that person will have the old last name in the "To:" field instead of the new last name.
This problem only occurs in the notification. The Service Request itself will have the correct last name.

EXPECTED BEHAVIOR
-----------------------
Expect the updated last name to be used in notifications.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create an employee in HR
2. Create an SR and use the employee as contact
3. Change the employee last name in HR using the "Update" option
4. Create a notification for the SR where the employee is a contact.
5. The notification is still showing the incorrect (previous) last name.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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