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

Last updated on MARCH 15, 2019

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 to Reproduce

1. Open the Contact Center form
2. Click on Create Cust (M)
3. Click on the Select Address icon -> Query for address eg %ABC 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 %ABC Court
observe the number of records returned = 34


NOTE: In the <images or examples> <above or below> and/or the attached document, user details / company name / address / email / telephone number represent a fictitious sample (based upon made up data used in the Oracle Demo Vision instance).  Any similarity to actual persons, living or dead, is purely coincidental and not intended in any manner.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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