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Contact Center Form Shows Contacts Where The Relationship Is End Dated With A Past Date (Doc ID 1494054.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Customer Care - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

The Contact Center form (CSCCCCRC) shows contacts for which the relationship (between an Org and a Person) is end-dated with a past date in the Contacts list of values (LOV).
It was found that this is happening because the relationship party (in hz_parties) is still active.
Also, the relationship (in HZ_RELATIONSHIPS table) is end-dated with a past date, but the status is still 'A' (active).

LOV in Contact Center form is based on the view 'csc_hz_parties_rel_v' and this view is determining the relationship status based on the status of a relationship party. But the validation logic is determining the relationship status based on the start and end dates of a relationship.

In this example, relationship party status is active but the relationship has an end date. Issue is due to the inconsistency between the LOV and validation logic.

If the view 'csc_hz_parties_rel_v' is modified to determine the status based on the start and end dates of a relationship then users should not have this issue.

Because the of this issue, the following error is thrown when users try to create the Service request

Error
The Service Request cannot be created because the contact is not active.

Steps to reproduce:

-Create a relationship (of CONTACT) between a person and an ORG from self-service OCO screen.
-Query this person.
-Click on Relationships (in left vertical tab).
-Chooses the UPDATE button and put in a past date in the end date field, it end dates the relationship, however, it does not inactivate the relationship_party.
-Then go to Contact Center form (CSCCCCRC).
-Enter the party number (in Customer Account field).
-Then go to Contact First name field in left upper corner. Click on the LOV. The LOV will display the recently inactivated contact (relationship) also.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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