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Agent Dashboard:Able to search for Service Requests on inactive contacts (Doc ID 2065236.1)

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, Service Request Advanced Search Page in Production

ACTUAL BEHAVIOR
---------------
Able to search for Service Requests on inactive contacts

EXPECTED BEHAVIOR
-----------------------
Expect that we should not be able to search service requests on inactive contacts

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Query for a Service Request in Agent Dashboard
2. Navigate to Update contact
3. Make the contact inactive
4.Navigate to Advanced Search page
5.Enter the inactive contact for the feild


Search results show service requests whose contact was made inactive

Cause

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In this Document
Symptoms
Cause
Solution
References


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