My Oracle Support Banner

Adding Notes During Service Request Creation Prevent Duplicate Detection And AutoTask Creation (Doc ID 2489465.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.6 version, Field Service Engineer Portal

ACTUAL BEHAVIOR
---------------
In the Service Request form, adding a note during SR creation is preventing the Duplicate detection to be used and also prevents the automatic task creation

EXPECTED BEHAVIOR
-----------------------
Adding a note during SR creation should not affect Duplicate detection and/or autotask creation

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Enable auto task creation and duplicate detection
2. Start a new SR creation
3. Enter all the required data and also enter a note under the Workbench tab
4. When save, the Duplicate detection window pop-up but disappear really quick, and the autotask creation doesn't occur


Changes

 

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.