iSupport: Adding A Contact To Existing Service Request Causes Duplicate Contact Records To Be Created (Doc ID 1613777.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

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

Symptoms

On : 12.1.3 version, Service Request

Adding a contact to existing SR in iSupport causes a duplicate contact record to be created

When adding certain employees as contacts to existing service requests in iSupport, duplicate contact records are created.

This prevents any further contacts from being added to the service requests and this error is raised:

"API Error ( CS_SRCONTACT_PKG.check_duplicates): This contact is a duplicate of a contact already associated with the service request. Each contact you associate must have a unique combination of party name and contact point."
 

Issue happens only for employees that were former contingent workers.

Cause

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