Service Request Attributes Values Disappear When Reopening Attributes Screen (Doc ID 2129488.1)

Last updated on JUNE 02, 2016

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

In 12.1.3, entering service request attributes values and clicking ok the window closes then upon re-entering service request attributes window notice the values that were previously entered are gone. User have to re enter the values again which is unacceptable.

Functionality worked fine before installing CS patch 21301645. In production where CS patch 21301645 is not installed the functionality works as expected, only on test where CS patch 21301645 is applied the issue exist.


Steps To Reproduce
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1. Navigate > Application Developer > Application > Lookups > Application Object Library > query Type = CUG_SR_TYPE_ATTRIBUTES > add new code(VCCC_TYPE - Precise la demande) > save > query Type = VDLCUG_ENV_NUISANCE add codes as needed > save
2. Navigate > Service responsibility > Setup > Mapping > Extended Attribute Mapping > create service request attributes configuration Type 'ENV-Nuisances' , enter description, check Address Mandatory, check 'Check Required', time frame = 15, Increment type = jour, check Incident Address in Service Request Attributes section add lookup
name = Precise la demand, List Name = VDLCUG_ENV_NUISANCE > check 'Mandatory', check 'Displayed' , enter Start = 2011-05-13
3. Navigate > Service responsibility > Customer Management > Contact center > query person or customer...in this test case query person 'Francine Paquette' > click Service Request tab > enter service request, enter type = ENV-Berges , enter Subject 'test' > click Attributes button > in Service request attributes window enter values from LOV or free form > click ok > click Attributes button to re-enter Service request attributes window notice the values entered previously are gone

Cause

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