Customer information in Escalation Management Contact LOV (Doc ID 2091184.1)

Last updated on DECEMBER 24, 2015

Applies to:

Oracle Teleservice - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

When trying to escalate a Service Request the Customer information is not getting display in Customer tab contact LOV in JTFECMAN form. If the customer is having relationship with contact types 'Advisor At' and 'Contact'. The 'Contact' type relationship contact is displaying in the LOV but the 'Advisory At' relationship type contact is not populating.

The navigation would be
Customer Support --> Contact Center
Search for the SR-->Click Refresh-->Click on Details
Go To Tools -->Request Escalation. Click on Customer Tab.

 

Cause

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