Adding Notes During Service Request Creation Prevent Duplicate Detection And AutoTask Creation
(Doc ID 2489465.1)
Last updated on FEBRUARY 06, 2022
Applies to:
Oracle Teleservice - Version 12.2.6 and laterInformation in this document applies to any platform.
Symptoms
On : 12.2.6 version, Field Service Engineer Portal
ACTUAL BEHAVIOR
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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
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Adding a note during SR creation should not affect Duplicate detection and/or autotask creation
STEPS
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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
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |
| References |