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Service Request Tasks Tab: Before Task Number is Generated, System Shows Attachment From Other Requests (Doc ID 2072535.1)

Last updated on MARCH 06, 2019

Applies to:

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

Symptoms

ACTUAL BEHAVIOR
---------------
Service Request -> Task Tab, before task number generated, system shows attachment from other Service Request.

Service Request Creation screen, Under Task Tab, before task number created in the system, click on attachment in Task Tab or click on attachment in request header, both behave the same which is attachment belongs to many other service request number already exist in the system appear in this new request record.
Only when update certain field in Task tab and click SAVE, task number created, then click on attachment "paper clip" again in both header or "paper clip" under task tab, then now attachment screen will be reinitialized, no longer have files attached from other request number which already exist in the system.

EXPECTED BEHAVIOR
-----------------------
Expect not to see other attachments which are not related to that task or SR

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Query for an SR in Create Service Request Form
2. Navigate to Task Tab
3. Enter some mandatory details and before saving click attachment icon in the TASK TAB
See attachments from other sources which are already present in the system
Once Task is saved,task number is generated,issue disappears now attachment screen will be reinitialized, no longer have files attached from other request number which already exist in the system.




Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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