My Oracle Support Banner

Multiple Records Showing Up as Primary Details in Service Request Form Contacts Tab (Doc ID 1523510.1)

Last updated on FEBRUARY 06, 2022

Applies to:

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


On : 12.1.3 version, Service Request Form

Actual Behaviour

When an SR is created from the contact center with the person type customer and with a contact with relationship as Contact Of or Associate Of, then the contacts and addresses tab is showing two records as primary records.

Only single record should be visible as primary record.

Steps to Reproduce

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

Navigate to the Contact Center

Service (Responsibility) >> Customer Management >> Contact Center

> Query a party AAAA in Contact center
> Go to relationships
> Add a person say XXXX with the relationship type as"Contact of".
> Now create a SR for this person.Go to contact/addresses in SR form and add the primary contact for XXXXX.

While you added ,you will notice that XXXX and AAAA has primary flag enabled.

At table level only only XXXX is flagged as primary.




To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.