Customer Specialist: Service Requests Extensible Attributes Data Disappearing (Doc ID 2111923.1)

Last updated on FEBRUARY 29, 2016

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Oracle Customer Support - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

Service Request Extensible Attribute data is disappearing upon saving.

Steps to Reproduce:

PLM attributes are deleted when the following occurs:

(R) Customer Support Specialist or Case Management

 - In Update Case page, change the Request Type
 - Navigate to dialog page to confirm the change of request type.
 - Click 'Yes'.
 - In Update Case page, change the Status or Subject of the Service Request
 - Do not enter any values for the new PLM Attributes.
 - Click 'Save'.

 => The data is lost.

Cause

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