CS HTML:Searching For Contact While Creating Service Request Does Not Work On Surname And Name But Works For Name and Surname.

(Doc ID 1998572.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Support - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Update Service Request

ACTUAL BEHAVIOR
---------------
When trying to search for a contact ,
Update Service Request/ Update Contact/ Add Another Raw.
"Type" select - Employee.
*Name" - search not work on surename and Name. But Search works if you specify name and surename.


EXPECTED BEHAVIOR
-----------------------
Expect surname and Name search should work as it happens for owner search

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1.Login to APPS
2.(R)Customer Support Specialist
Agent Dashboard
Update Service Request
Update Contact in the Customer Profile region
3. enter surname and name and click search



Cause

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