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Copy Service Request Creates Wrong Relationship In Parent And Child Requests (Doc ID 2747905.1)

Last updated on JANUARY 29, 2021

Applies to:

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

Symptoms

On : 12.2.5 version, MICC Transfer to TSC

ACTUAL BEHAVIOR
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Copy Service Request creates wrong relationship in Parent and Child Requests

When Copying a Service Request, the relationship is not created correctly for the below 3 Links.
1. Create Refers to Link
2. Create Original For link
3. Create Root Cause of Link

For example, when we copy a service request using Create Original For Link, the new service request(child) displaying 'Refers To' relationship and the parent service request displaying 'Reference for' relationship.

We are expecting the relationship as below
1. Create Refers to Link
Parent - Reference For
Child - Refers To

2. Create Original For link
Parent - Duplicate of
Child - Original for

3. Create Root Cause of Link
Parent - Caused By
Child - Root Cause of

In the attachment have shown the existing/current relationship and the expected relationship.
 

EXPECTED BEHAVIOR
-----------------------


STEPS
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The issue can be reproduced at will with the following steps:
1.
2.
3.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot .

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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