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In Contact Center Form, After Create A New Contact, The Contracts Tab Is Not Retrieving Any Contract (Doc ID 2648908.1)

Last updated on DECEMBER 09, 2020

Applies to:

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

Symptoms

On : 12.2.6 version, Contact Center

ACTUAL BEHAVIOR
---------------
In Contact Center form, after create a new contact, the Contracts tab is not retrieving any contract

EXPECTED BEHAVIOR
-----------------------
Contract should be displayed under Contracts tab

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. In Contact Center form, perform a search by Serial Number
2. Organization information is retrieved
3. Go to Contracts tab. "Filter By" is set to "Serial Number" and two contracts with different coverage names are retrieved
4. The Covered level indicates that is covered at Product level
5. In Contact Center header, use "Create Contact" and create a new Contact
6. Go to Contracts tab
7. The "Filter By" is now set to "Account Number"
8. No contract is displayed


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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