Incorrect employee name displayed in Service Notifications

(Doc ID 1478469.1)

Last updated on AUGUST 02, 2016

Applies to:

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


This issue occurs for a notification that is sent to an 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 Service Request 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.

Expect the updated last name to be used in notifications.

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.




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