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Cust/Contact SR Showing Even Though SR Type Is Not Allowed For That Responsibility (Doc ID 1591565.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Care - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

When searching for a specific SR Number through a particular responsibility, for which this specific Service Request Type is not enabled, the system still shows some details of the SR like the customer and contact information.

If Service Type - Responsibility Mappings are established, the Contact Center information should not return anything Customer/Contact information related to the Service Request.

Steps:

- Enable Service Security.
- Map SR Types to specific responsibilities
- With Responsibility A, create a SR
- With Responsibility B (not mapped), query the same SR in the Contact Center form.

What Is Working:

1. If user tries to open the same SR using Find Service Requests, the system prevents him/her from doing so.
  It does not recognize the SR number:
  FRM-40212: Invalid value for field INCIDENT_NUMBER

2. If user tries to query the same SR number directly in the Service Request form, again, no information is displayed at all.
  FRM-40301: Query caused no records to be retrieved. Re-enter.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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