Assignee LOV not retrieving the resource when the resource has a different Resource Name than the Source Name (Doc ID 2236998.1)

Last updated on FEBRUARY 23, 2017

Applies to:

Oracle Teleservice - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.2 version, Task Scheduling & Assignment

ACTUAL BEHAVIOR
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In the Service Request form Tasks tab Assignee field, when try to retrieve a resource using a partial search, and that resource has a different Resource Name than the Source name, the LOV fails with the following error:

EXPECTED BEHAVIOR
-----------------------
FRM-40212: Invalid value for field ASSIGNEE_NAME

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1. In Resource Manager the resource has:
Name: XX123456, Wilson Marc
Source Name: Wilson, Marc T

2. In Service Request form > Tasks Tab > Assignee field > search for XX123%
The LOV cannot find the resource and fails with error:

FRM-40212: Invalid value for field ASSIGNEE_NAME

 

Cause

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