In Contact Center Attachments are displayed even when no customer information was entered (Doc ID 1538114.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Care - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

On : 11.5.10.2 version, Contact Center

ACTUAL BEHAVIOR
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In Contact Center, without query any data, when call the Attachments form, it shows attachments and there is no way to know why those attachments are showing up.

EXPECTED BEHAVIOR
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It should not display documents when there is no data in the Contact Center form.

STEPS
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The issue can be reproduced at will with the following steps:
1. Go to Contact Center
2. In the CC header, under Customer section, click on the "Name' field. The attachments icon becomes enabled.
3. Without query any customer or enter any customer data, click in the Attachments icon.
4. Attachments forms pop-up and displays attachments when it shouldn't. Also, the following error is displayed:
FRM-40815: Variable GLOBALA45_1_PK1 does not exist.


Cause

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