Different Address Search Results In CSCCCCRC Form (Doc ID 2182103.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

On : 12.1.3 version, Service Request Form

When an address is searched for within the Contact Center (CSCCCCRC) form , using a criteria value, different results are returned depending upon where the search was carried out, at the header or under Address tab.

When searching under Create Customer -> Select Address fewer results are returned when compared to the same search functionality of the Addresses tab of the form.

The header address is queried from 'hz_locations' table, and the address tab is using csc_hz_locations_v view .

> So for the header address search the WHERE clause for HZ_LOCATIONS looks like:-
WHERE (UPPER (ADDRESS1) LIKE :1 AND (ADDRESS1 LIKE :2 OR ADDRESS1 LIKE :3))

> For the address tab search the WHERE clause for CSC_HZ_LOCATIONS_V looks like:-
WHERE (UPPER (ADDRESS) LIKE :1 AND (ADDRESS LIKE :2 OR ADDRESS LIKE :3))

The ADDRESS column of CSC_HZ_LOCATIONS_V concatenates ADDRESS1, ADDRESS2, ADDRESS3 and ADDRESS4 together. It's therefore picking up more addresses (such as the Flats) than the header address search.

The issue doesn't occur if we don't enter criteria value.

Need the View to be used in the header search as well as that provides all of the addresses in the DB for that search criteria.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Open the Contact Center form
2. Click on Create Cust (M)
3. Click on the Select Address icon -> Query for address eg %Chesterton Court, observe the number of records returned = 13 records
4. Click on the Addresses tab -> Tab down to a new row to search for a new Active address Click on the Select Address icon -> Query for address eg %Chesterton Court
observe the number of records returned = 34



Cause

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