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TeleService: Contact Name Is Not Saved On The Service Request Header After Saving The Request (Doc ID 1666989.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.2.3 [Release 12.1 to 12.2]
Information in this document applies to any platform.

Symptoms

An Employee was selected from the List of Values (LOV) in the Service Request at the header during the SR creation process.
Upon saving the record, the First and Last Name fields become null even though the Employee was selected from the LOV.
After saving the request, an update was made to the service request e.g. status change, an error message is displayed.

Error:

Please enter the contact's first or last name.

Steps:

- Create Service Request
- Enter Contact information
  . Type = Employee
  . Email
  . Phone
- Save

=> First and last name no longer displayed
=> Email and Phone number remain populated.

- Try to update the SR (i.e. Change the Status)

=> Message appears.

What is Working:

- Re-querying the SR before making a change may re-populate the information.
-The issue does not occur with Contacts of 'Customer' type (non-Employees)

Changes

Applied Patch 17168943:R12.CS.B - 12.1.3:BUG FIXES FOR CS: JULY'13 RUP.

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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