21320183 Note Created In Contact Center Not Showing In SR Log And Notes (Doc ID 2028345.1)

Last updated on MARCH 23, 2016

Applies to:

Oracle Teleservice - Version 12.2.4 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.4 version, Service Request Form

ACTUAL BEHAVIOR
---------------
Note is not showing in the SR Log and Notes for the linked Service Request after creating a customer-specific note with the context value of SR in the Contact Center form.

EXPECTED BEHAVIOR
-----------------------
Expect Notes created & linked to the SR to showing the Log and Notes form of the SR form

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
(R) Customer Support
(N) Customer Management > Contact Center
Query Customer
Create a Note
Save

Link the Note created to a Service Request
Save

(R) Service
(N) Service Requests > Find/Create Service Requests
Query the SR
Click on the Log and Notes Button

The Note linked above is not displayed

Cause

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