Task Detail Shows Wrong Contract Information for Installed Base (Doc ID 2138983.1)

Last updated on MAY 19, 2017

Applies to:

Oracle Field Service - Version 12.2.3 and later
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
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After viewing Service Request details for a Task in Dispatch Center where there is an Entitlement Contract, if a new Task where there is no Entitlement contract is viewed, the Entitlement information from the previous SR shows in the form

EXPECTED BEHAVIOR
-----------------------
Do not expect to see any entitlement information for the Task/SR

STEPS
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The issue can be reproduced at will with the following steps:
1. (R)Dispatch Center>Plan Board>Select Task "A" and View the Details in the Service Request Tab
2. No Entitlement showing
3. (R)Dispatch Center>Plan Board>Select Task "B" and View the Details in the Service Request Tab
4. Entitlement Exists
5. Repeat step 1 to view SR details for Task "A" again
6. This time Entitlement details appear - but they are those of Task "B"

Cause

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