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

Last updated on FEBRUARY 06, 2022

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.


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.


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).




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