How to setup context sensitive DFF for Customer Support (HTML) and Teleservice (FORMS)
(Doc ID 1533586.1)
Last updated on JULY 09, 2019
Oracle Customer Support - Version 12.1.3 to 12.1.3 [Release 12.1] Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1] Information in this document applies to any platform.
It is possible to setup context sensitive descriptive flexfields (DFF) in both Teleservice and Customer Support, however due to the nature of the technologies involved (Teleservice is Forms, Customer Support is HTML) the methods to set the DFFs up are different and were conflicting;
Teleservice : To setup a context sensitive DFF, select the related form field in the Reference Field, e.g. INCIDENT_TYPE. Issue : In Customer Support, this setup causes the following error : Responsibility is not valid. Make sure the responsibility is defined and assigned to the user.
Customer Support : To setup a context sensitive DFF, personalisation is required to populate a profile value e.g. :$PROFILES$.*SRType Issue : In Teleservice, this setup is not recognised
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