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When Copying Any SR, The Business Process Defaults To Phone Service (Doc ID 2803006.1)

Last updated on AUGUST 31, 2021

Applies to:

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

Symptoms

On : 12.2.8 version, Contact Center

ACTUAL BEHAVIOR
---------------
When copying a Service Request accessed from the HTML Contact Center, the Business Process defaults to
Phone service always

EXPECTED BEHAVIOR
-----------------------
When copying an SR, the Business process should not default to Phone Services but to the Business process mapped to the SR type.

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

1. Customer Support (R)
2. Customer Management(N) HTML Contact Center
3. Update Service Request
4. Actions - copy Service Request
5. Business Process defaults to Phone Service


Due to this issue, users are unable to get the correct Business Process populated in the copied service request

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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