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Service Request Address Search Sorting Logic Does Not Display SR Customer Address First In The Search Result (Doc ID 2569585.1)

Last updated on JULY 25, 2019

Applies to:

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

Symptoms

On : 12.2.6 version, Service Request Form

In the Create Service Request form after entering a Customer, the LOV in the Incident Address field returns results in alphabetical order
and not the relevent address of the customer.  The user will need to scroll and search for the Customer Address from the result.

Expect the Incident Address LOV to return the first address as the address of the customer entered in the Service Request


The issue can be reproduced at will with the following steps:
Customer Support (R)
Create Service Request (N)
Enter Customer and then select LOV from Incident Address field
The LOV returns the values alphabetically and the first address is not that of the customer entered in the SR


Due to this issue, users cannot get the address of the customer entered in the SR but need to scroll and search for the address.

Cause

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In this Document
Symptoms
Cause
Solution
References


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