Duplicate Resolution Codes In Service Request Form
(Doc ID 1629204.1)
Last updated on FEBRUARY 06, 2022
Applies to:
Oracle Teleservice - Version 12.1.3 and laterInformation in this document applies to any platform.
Symptoms
On : 12.1.3 version, Service Request Form
When creating a mapping for resolution code along with the Problem code, SR Type and Item in various combinations,
The resolution code lov shows duplicate records.
Steps to Reproduce
(R) Service >>
(N) Setup >> Mapping >> resolution Code Mapping
The issue occurs when the same resolution code is mapping across different combination of item/incident type/problem code, it is causing the duplicates.
For example: RESCODE1 is mapping with INCIDENT TYPE1 alone (not a mapped to item and problem code). If the the same resolution code is mapped to with a different combination
A. INCIDENT TYPE1, ITEM 1, PROBLEM CODE is blank.
B. INCIDENT TYPE is blank, ITEM is blank, PROBLEM CODE X is mapped.
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |
| References |