My Oracle Support Banner

R12.2.x Contact Center - Customer Search - After Upgrade, Search By Options Grayed Out (Doc ID 2088392.1)

Last updated on FEBRUARY 03, 2019

Applies to:

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

Symptoms

After upgrade from 11i to Release 12.2.4, can not select search by options from Customer Search screen in Contact Center.

EXPECTED BEHAVIOR
-----------------------
Options should be available.

STEPS
---------
(R) Service
(N) Customer Management > Contact Center

Set profile option "Customer Care: Display Customer Search Window by Default" to 'Yes'.

- When the 'Customer Search' window is open by default, search options and fields are grayed out.

WHAT IS WORKING
----------------
When closing and then opening window with Flashlight, the values can be selected, and the information is retrieved.

Changes

 Upgrade to 12.2.4.

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


This document is being delivered to you via Oracle Support's Rapid Visibility (RaV) process and therefore has not been subject to an independent technical review.
My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.