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Oracle Service: Problem Summary and Auditing (Doc ID 2597183.1)

Last updated on JULY 21, 2020

Applies to:

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

Goal

Service Request Audit functionality tracks history of changes to certain fields only.
The 'Problem Summary' field was not among the audited fields.

Steps:

1. Create a Service Request
2. Update the Problem Summary text
3. The Log and Notes window only shows that an interaction was logged as 'SR-updated' - however details of what got updated in the Problem Summary field cannot be seen here.
4. Go to Tools1-> Request audit and select 'All' in the fields LOV.
=> There is no audited field for 'Problem Summary'

Solution

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In this Document
Goal
Solution
References


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