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Suppliers Showing With Customers In Agent Dashboard Customer Search LOV (Doc ID 1590859.1)

Last updated on MAY 19, 2020

Applies to:

Oracle Customer Support - Version 12.0.6 and later
Oracle Teleservice - Version 12.0.6 and later
Oracle Customer Care - Version 12.0.6 and later
Information in this document applies to any platform.

Symptoms

On : 12.0.6 version, Agent Dashboard

ACTUAL BEHAVIOR
---------------
In Customer Support Specialist Agent Dashboard, when create a new SR, the "Search and Select: Customer Name" window shows both, customer parties and suppliers.

EXPECTED BEHAVIOR
-----------------------
Expect to see only customer parties, not suppliers.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a new customer party either in Receivables or Contact Center.
2. Navigate to Payables > Suppliers > Entry > click on "Create Supplier" button.
3. In the "Organization Name" enter a similar name than the one used in step#1 and click "Apply" button
4. Then switch responsibilities and go to Customer Support Specialist > Agent Dashboard
5. In the "Create Service Request" region select Service Key = Customer Name
6. In the Value field enter a partial name value that matches the name used in step#1 and step#3 and tab out.
7. The "Search and Select: Customer Name" window pop-up showing both, the customer party and the supplier.
There is no way to differentiate both.


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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