21451441 Unable To Update Status On Service Request (Service Request Has No Contact) (Doc ID 2038560.1)

Last updated on MARCH 23, 2016

Applies to:

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

Symptoms

On : 12.1.3 version, Service Request Form

Unable to update Status on Service Request (Service Request has no Contact)

When attempting to change the SR Status to "Quick Close, the error below is displayed. Users have tried adding a contact to the SR but are unable to do so; they receive a similar error.

ERROR
-----------------------
Please enter contact's first or last name

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
(R) Service
(N) Service Requests > Find/Create Service Requests
Query SR
Change Status to Quick Close
Save

The error above is displayed

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot close the SR.

Cause

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