Mapped Problem Codes Are Not Available In The Service Request Form

(Doc ID 2355110.1)

Last updated on JANUARY 30, 2018

Applies to:

Oracle Teleservice - Version 12.1.1 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.1 version, Setup flow

ACTUAL BEHAVIOR
---------------
In the Service Request form Workbench tab the Problem Code field is not showing problem codes that are mapped to the SR Type

EXPECTED BEHAVIOR
-----------------------
Problem codes should be available

STEPS
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The issue can be reproduced at will with the following steps:
1. In the Problem Code Mapping page verified that for SR Type "Request" there is a mapping defined and there is no End Date
2. In the service request form, select SR Type "Request"
3. In the Workbench tab the mapped problem codes are not available for selection


Cause

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