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How to distinguish between Service Request Interactions Created In iSupport vs. Teleservice (Doc ID 297787.1)

Last updated on JULY 21, 2020

Applies to:

Oracle iSupport - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Oracle Teleservice - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Goal

Trying to see in Interaction History that a Service Request  interaction was created via the Web using iSupport, and not by telephone or other method using Teleservice.

The same Service Request can be accessed via both Teleservice and iSupport and has Interactions from both applications. You need to know which interactions have come via iSupport.

Profile option 'Oracle iSupport: Enable Interaction Logging' is set with value: 'Yes'

Solution

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