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TeleService: User Hook Does Not Recognize Changes On The More Products Form (Doc ID 2527597.1)

Last updated on MAY 31, 2019

Applies to:

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

Symptoms

After enabling the User Hooks for Service and adding code in Package Body CS_SERVICEREQUEST_VUHK:

When updating a product on the More Products window, the Severity was not changing when saved.
After saving again (or clicking 'Apply'), then the Service Request is updated as expected.

Steps:

1. Enable User Hooks:

  update jtf_user_hooks
  set execute_flag = 'Y'
  where upper(pkg_name) = 'CS_SERVICEREQUEST_PVT'
  and user_hook_type = 'V';

  update jtf_hooks_data
  set execute_flag = 'Y'
  where upper(package_name) = 'CS_SERVICEREQUEST_PVT'
  and product_code = 'CS';

2. Open the Package Body CS_SERVICEREQUEST_VUHK and add the desired code.

3. (R) Customer Support Specialist
   (N) Agent Dashboard

     - Update Service Request
     - Open the 'More Products' window
     - Make changes to an Item

What is Working:

- Other SR information such as request information, Notes and Contacts are passed into the user hook.
- The process works well when updating Problem & Resolution codes of the primary product on the SR (the one on the Update Service Request form).

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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