TeleService - Find Service Requests: Text Search Not Working As Expected (Doc ID 2055455.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.2.4 [Release 12.1 to 12.2]
Information in this document applies to any platform.

Symptoms

Issue is while searching for Service Requests (SRs) by using 'Phrase' mode or 'All Words' mode by checking Summary and Notes check boxes does not give all the matching SRs and some of the SRs are missing.
The concurrent program 'Service Request: Synchronize Text Index Program' was executed in 'DR' mode (Drop index and recreate), but the text search is not retrieving correct records.

Steps:

- Create Service Request
- Run the 'Service Request: Synchronize Text Index Program' with 'DR' parameter

(R) Service
(N) Service Requests > Find Service Requests

- Select the text search option as Any Word
- Enter the keyword "123test"
- Select Summary and Notes option in the Find Service Request screen
- Press Search button.

=> No data is retrieved.

Cause

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