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Facing Issues With The Item CUSTOMER_HEADER_BLOCK.CUST_NEW_BTN after upgrade to R12 (Doc ID 1525227.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 12.0 and later
Information in this document applies to any platform.


Has the "CUST_NEW_BTN" item been shifted from CUSTOMER_HEADER_BLOCK in 11i to CONTACT_HEADER_BLOCK in R12? If so, what are the other fields that have been moved?


After upgrading the instance from 11i to R12.1.3

On opening the contact center form see the Error: FRM-40105: Unable to resolve reference to item CUSTOMER_HEADER_BLOCK.CUST_NEW_BTN

Error comes from a personalization based on the item CUSTOMER_HEADER_BLOCK.CUST_NEW_BTN.

Also found that presently the only available item in R12 is "CONTACT_HEADER_BLOCK.CUST_NEW_BTN".



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