Profile 'Service: Default New Note Type In Workbench Tab' Is Not Working In CS HTML Page After Upgraded from 12.1.3 to 12.2 9
(Doc ID 2796593.1)
Last updated on DECEMBER 19, 2022
Applies to:
Oracle Customer Support - Version 12.2.9 and laterInformation in this document applies to any platform.
Symptoms
On : 12.2.9 version, Create Service Request
ACTUAL BEHAVIOR
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'Service: Default New Note Type in Workbench Tab' is not working after upgraded from R12.1.3 to R12.2.9.
The note_type of jtf_notes_b is defaulted note type as the profile in R12.1.3 for the notes created, but it’s blank in R12.2.9.
EXPECTED BEHAVIOR
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The note_type of jtf_notes_b should be defaulted from the profile.
STEPS
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The issue can be reproduced at will with the following steps:
1. Set the profile 'Service: Default New Note Type in Workbench Tab' set to 'Complaint Note' at site level.
2. Create the Service request using the Agent Dashboard of Customer support.
3. Add the comments in ‘Notes’ field of Problem description.
4. Save the changes and verify the data in jtf_notes_b table.
Cause
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In this Document
| Symptoms |
| Cause |
| Solution |
| References |