Email Center Agent User Name change not reflected in Email Center Application. ( In case of Marriage etc.) (Doc ID 1575064.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Email Center - Version 12.0.6 and later
Information in this document applies to any platform.

Symptoms


If the User Login name is changed the details are not reflected in Email Center.

Meaning when an Administrator, tries to assign the Agent to an Account the old name is shown.

Expect the Email Center Application to use the new user name.


The issue can be reproduced at will with the following steps:

(R) System Administrator
(N) Security/User

Open User: eg: ASPRUYT
Update User_Name: ASPRUYT_NEW

Now Test:

(R) Email Center Administator
(N) Accounts/Assign Agent to Account:

ASPRUYT will be listed instead of ASPRUYT_NEW

The issue has the following business impact:
Due to this issue, Administrators can not locate the correct Agent.

Cause

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