Service Request Form: DEFAULT WHERE Clause In Form Personalization Not Working Properly CSXSRISR (Doc ID 1970222.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

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

Symptoms

On : 12.1.3 version, Service Request Form

ACTUAL BEHAVIOR
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Customers personalisation is no longer working

EXPECTED BEHAVIOR
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Personalisation should work

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

1. Customer has setup a personalisation so that in query mode the create SR form will only return open SR's (incident_status__id = 1) and not SR's of any other status i.e. closed.


Changes

 This worked in 11.5.10.2 but the same personalisation no longer works in 12.1.3

 Customer also notes this does work on other forms successfully

Cause

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