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Issue With Task Note - When click on "Task Note" Button All Notes Are Displayed (Doc ID 2425340.1)

Last updated on JULY 20, 2018

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, Contact Center Service Request Form

ACTUAL BEHAVIOR
---------------
Query the Service request from Contact center and try to schedule the Task.

If there is no Task under the Service Request, then "Task Note" button remain enabled.

Clicking on it, will hang the system for long time , and then finally returns all the task notes (Not specific to this Service Request) causing issue.

EXPECTED BEHAVIOR
-----------------------
If no Task under the Service Request, "Task Note" button should be disabled.

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

1. (R) Service

2. (Nav) Customer Management > Contact center

- Search any Service Request which doesn't have Tasks,

- The “Task Note” button remain enabled (even though there is no Task).

- Clicking the Task note now, we fetch all the Notes.(even the one not related with the Service Request / Task) causing issue.
It also takes lots of time to open the Task Window.


Cause

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In this Document
Symptoms
Cause
Solution
References


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