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Duplicate Resolution Codes In Service Request Form (Doc ID 1629204.1)

Last updated on DECEMBER 09, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information 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


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