Audit Report For Service Request Shows Incorrect Information

(Doc ID 2182034.1)

Last updated on SEPTEMBER 13, 2016

Applies to:

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


Audit Report for Service Request shows lot of records with old and new values. which doesn't make any sense to customer.
The customer migrated all 11i data to new release 12.2.4 and they are going live in a month. They see only two records in 11i apps

Audit supposed to show all changes with usernames ( old value and new value ) that touched the SR

The issue can be reproduced at will with the following steps:
Service>Service Requests>Find Service Requests, open an SR Tools1>Audit Report run it for field Status and many blank records are displayed


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