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Copy Service Functionality From Agent Dashboard Does Not Copy Flexfield Values From Service Request Summary and Flexfields (Doc ID 2988740.1)

Last updated on NOVEMBER 24, 2023

Applies to:

Oracle Customer Support - Version 12.2.9 and later
Information in this document applies to any platform.

Symptoms


When attempting to copy a Service Request through 'Copy Service Request' functionality in the Agent Dashboard,it does not copy expected Flex field values from Service Request Summary and flexfields. The Copy Service Request functionality copies the Summary field but other fields are not copied.


Expect the Copy Service Request Functionality to copy all the information in the Summary and Flexfields


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

1) Customer Support Specialist
2) Agent Dashboard
3) Access the Service Request  and then the 'Copy Service Request' option from the Actions drop down
4) Only Summary field is copied from the Service Request Summary and Flexfields


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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