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Contact Center Form : Attributes Not Cleared Out When Changing SR Type Before Save (Doc ID 1561608.1)

Last updated on DECEMBER 19, 2022

Applies to:

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


When creating a Service Request using a Request Type (Type A) that has extended attributes (ie. Extended Attribute A), if the request type is changed (Type B) and then saved, the original extended attributes are saved (Extended Attribute A) even though the message, 'Warning:  Service Request Type is modified and all previously entered values for the Extended Attributes will be cleared out.' is displayed (and OK is clicked).

When re-querying the SR, the wrong attributes appear (Extended Attribute A) when clicking on the attributes button.  It is not possible to access the extended attributes for Request Type B. The log and notes also displays the wrong attributes.
This occurs in the Contact Center -> Service Request tab and in also directly in the Service Request form.




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