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Service Request Notes Activities Are Not Saved in Audit Tables (Doc ID 2562262.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

Notes from Service Request form are not going to the Audit Log.

The activities involving Service Request Notes are not being saved to the CS_INCIDENTS_AUDIT_B table when adding Notes to the Service Request.

Steps:

(R) Service
(N) Service Requests > Create Service Request

-or-

(R) Customer Support Specialist
(N) Agent Dashboard

 - Create SR
 - Add a Note

=> The update for the Note does not create a record in table CS_INCIDENTS_AUDIT_B.

What is Working:

The Note is saved and appears in the Workbench tab.

Cause

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In this Document
Symptoms
Cause
Solution
References


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