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Folder Jumps To Wrong Field If Clear Record/block Or Form Is Used. (Doc ID 1616913.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.2.1 and later
Information in this document applies to any platform.


On : 12.2.1 version, Service Request Form

Create SR form is defaulting to the wrong field when using custom folder

The create sr form should default to the first field regardless of folder being present

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

1. Create SR form
2. Form appears with folder
3. Clear record
4. Find new record > enter SR number
5. Record appears but the cursor is not defaulting to the first field which is Contact Type

Same will happen if we use: Use Menu: Edit – Clear – Form

1 Query a request again. Use Menu: Edit – Clear – Form
2. Cursor jumps to the wrong field. Expected: first field of the folder (Serial Number – “Serial”). Actual: jumps to “Customer Type”


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