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

Last updated on MARCH 08, 2017

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
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Options should be available.

STEPS
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(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

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