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Phone Contact, Phone Type And Email Is Auto Populating From The Previous Customer (Doc ID 2742970.1)

Last updated on JANUARY 11, 2021

Applies to:

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

Symptoms

On : 12.2.8 version, Agent Dashboard

ACTUAL BEHAVIOR
---------------
When the user creates the SR for the first customer and change to another customer to create Another SR and
click on Create Service Request page, the Fields Phone, Phone Type and Email are auto populated with the previous SR.

EXPECTED BEHAVIOR
-----------------------
Page should get refreshed and these fields should show blank when creating SR. Based on the customer name it should populate the details.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1. Apply <patch 30953625:R12.CSC.C>

A new system profile is introduced. Profile Name: "Customer Care: Create Service Request Page Mode"
This profile has two values "Quick Create" and "Standard". By default "Quick Create" is selected at the Site level

2. Navigation : Service (R) -> Contact Center HTML -> Search for an organization/person/contact -> SR Info Tile -> Create Service Request
  (Can also create a service request from Action tab/list)

3. Close/Cancel the Page. Select another customer and try to create SR. The page is retaining the values of previous data.




Cause

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In this Document
Symptoms
Cause
Solution
References


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