Unexpected Error During Create SR, When Chosen Contact Is Employee Of Inactive Customer (Doc ID 2199125.1)

Last updated on JUNE 14, 2017

Applies to:

Oracle Email Center - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.5 version, Agent Console

ACTUAL BEHAVIOR
---------------
Agents chooses contact, which is active, but related as employee to an inactive customer. This works, but when user clicks "Create SR" afterwards, an unexpected error page comes up.

EXPECTED BEHAVIOR
-----------------------
Error shouldn't occur

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1.deactivate a customer account?
Responsibility: Service
Navigation: Customer Management -> Contact Center -> Tab: Party Information -> Field: Status

create SR in Email Center?

Responsibility: Email Center Agent Console
Navigation: Email Center Agent Console -> Messages -> My Inbox -> Open any email -> in customer block click "Search" and search for a contact, which is listed as employee of the inactive customer. -> Associate this contact to message
In block "Service Request" click "Create"


Changes

 

Cause

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