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

Last updated on FEBRUARY 06, 2022

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
---------------
Customers personalisation is no longer working

EXPECTED BEHAVIOR
-----------------------
Personalisation should work

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

1. Setup a forms personalization so that in query mode the create SR form will only return open service requests (incident_status__id = 1) and not service requests of any other status i.e. closed.

2. Personalization is not working

Changes

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

 This does work on other forms successfully

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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