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Service Request E-Record Does Not Display The Note Details Field And Notes Description Is Truncated (Doc ID 2589108.1)

Last updated on SEPTEMBER 16, 2019

Applies to:

Oracle Teleservice - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.5 version, Service Request Form

ACTUAL BEHAVIOR
---------------
Approvers cannot see the note details when the approval notification is received
They see only the note description

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
(R) Customer Support Specialist > Customer Dashboard
=> Create a Service Request and submit for approval.
As the incident transitions from 'Submit for Approval' to 'Waiting for Approval', the 'Service Request E-Record' is generated and attached on the e-Signatures workflow.
The approvers will receive an approval notification with the E-Record attached and will approve or reject as necessary.

Cause

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In this Document
Symptoms
Cause
Solution
References


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