Duplicate Resolution Codes In Service Request Form

(Doc ID 1629204.1)

Last updated on MARCH 08, 2017

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 Replicate

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

Service >> Setup >> Mapping >> resolution Code Mapping

The issue is, 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.



Cause

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