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TeleService: Product Icon Re-appears After Being Disabled With Items Fields Via Folders (Doc ID 2562850.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.2.8 and later
Oracle Customer Care - Version 12.2.8 and later
Information in this document applies to any platform.

Symptoms

After applying a Service cumulative patch:

Once the Item and Description fields are removed, the Icon in question does disappear.
However, once the Folder is saved, user exits and reopens the Contact Center form, the Item and Description fields are still not visible BUT the Icon returns.

Expected Behavior:

Icon should be hidden while the Folder is active.

Steps:

(R) Service
(N) Customer Management > Contact Center

- Create new Folder
- Once the Item and Description fields are removed the Icon in question disappears.
- Save Folder and exit
- Reopen the Contact Center

=> The Item and Description fields are still not visible but the Icon returns.

Cause

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In this Document
Symptoms
Cause
Solution
References


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