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Incorrect Customer Details Show Up When Selecting a Contact From List in Customer Support HTML (Doc ID 1501233.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

On : 12.1.3 version, Customer Support HTML , Create Service Request

When selecting a contact for a customer while creating an Service Request in Customer Support HTML, the customer name is incorrectly coming up in the create service request page.

Steps to Replicate

The issue can be reproduced at will with the following steps:

1. Customer Support Specialist (Responsibility)> Agent Dashboard > Create Service Request
Choose Contact Name from the drop down.

2. Input keyword in Value field, and then all results searched are displayed in the following grid.
Choose a contact which has a same name for different customers.


The Value is populated, and then hit Go.

3. Customer Name would be incorrect when Create Service Request page is opened.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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