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Previously Returned Item Instances Still Available In The Customer Account (Contact Centre) (Doc ID 2452798.1)

Last updated on JULY 14, 2020

Applies to:

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


On the Service Request form,
Find that the list of item instances that are available for return from the customer does not match those which are actually at the customer.

-- Expected Behavior
The items that are not listed as the customer's should not be on that LOV

 -- Steps
The issue can be reproduced at will with the following steps.

Open a new SR> >Charges: create new line > Item Instances: open a list of item instances.
See on the list that you have available both instances that are returned by customer and those that are currently at the customer (should be only those that are currently at the customer).ODM Issue Clarification




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