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The Update Service Request Notification Is Missing Information When An Update Is Made By A Customer (Doc ID 1626059.1)

Last updated on FEBRUARY 06, 2022

Applies to:

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


The Update Service Request Notification is missing information when updated by an external/customer User in iSupport. The name of the external contact making the update is missing on the notification email. If the update is made by an internal user, the name does appear on the notification email as expected.

The notification that gets created shows:

Sent 29-Jan-2014 11:28:28
ID nnnnnnnn

Has updated Status of service request nnnnnn"

The message does not say who update the SR.

Expected Behaviour:

Expect the notification to include who updated the SR.
Instead of:

"has updated Status of service request nnnnnn"

should see:

"<FIRST_NAME> <LAST_NAME> has updated Status of service request nnnnnn"

Steps to Reproduce:
The issue can be reproduced at will with the following steps:
1. Have an external user update a Service Request that results in a notification being sent.
2. The notification excludes the name of the external user who made the update.




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