Item Categories Not Populating In Service Request And Contact Center Service Request Tab (Doc ID 2112782.1)

Last updated on MARCH 03, 2016

Applies to:

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

Symptoms

On : 12.2.4 version, Service Request Form  and Service Request Tab

ACTUAL BEHAVIOR
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Item Categories not Populating in Service Request for some items



Setup
---------
1. Item Categories were set up for the items for the Category Set   x

2. Service: Default Item Category Set --> Value was set to x at site level.

 

EXPECTED BEHAVIOR
-----------------------
Able to see the item category populated for all items


STEPS
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The issue can be reproduced at will with the following steps:
1. Define profile Service: Default Item Category Set
2.Add item to category present in category set used as value for profile Service: Default Item Category Set
3. Open Create Service Request form or Service Request tab  and enter item


Item category is not populated

 

Cause

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