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Problem Code Meaning And "Additional Information" DFF Issue (Doc ID 1576169.1)

Last updated on FEBRUARY 06, 2022

Applies to:

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


Defined Problem Codes in the Service Request Problem Codes Lookups.

Created values in the Additional Information DFF and made the Reference Field = ‘PROBLEM_CODE_MEANING’

The intention is to launch the "Additional Information" DFF whenever the specific Problem Code is used in the SR creation in iSupport or Teleservice.

The issue is that in iSupport it works as designed if the Problem Code Meaning (defined in the lookups) is in all caps. It does not work if the meaning has any lower case alphabets.

This works as intended in Teleservice.


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