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

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

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.


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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