TeleService Consumes Order Number Sequence Even on Query In Contact Center

(Doc ID 2253888.1)

Last updated on APRIL 15, 2017

Applies to:

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

Symptoms

ACTUAL BEHAVIOR
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Order Number sequence is consumed and lost even on search in Contact center form.

EXPECTED BEHAVIOR
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Order Number sequence should be available for use when not saved in the system.

STEPS
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The issue can be reproduced with the following steps:
1. Navigate to Service (R) -> Customer Management -> Contact center.
2. Navigate to Orders (T) and proceed with New (B), press F11 and order number will be shown.
3. On proceeding with save as No also order number will be lost and do not exist in system.

Cause

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