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Service: Problem Code LOV is Not Displaying Expected Values (Doc ID 300786.1)

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.

Symptoms

Customers upgrading from release 11.5.9 to any greater release that use the problem code mapping will start to see generic problem codes appear in the Problem Code List of Values while creating or updating a service request in TeleService, E-Business Center, iSupport, Field Service, and Mobile Field Service.

Generic problem codes are defined as problem codes that are not mapped to any criteria in the Problem Code Mapping setup page. Generic problem codes are applicable for all service requests. Generic problem codes are also known as Unmapped Problem Codes. The ability to support Generic Problem Codes is new as of release 11.5.10.

Changes

This problem may occur when you upgrade from release 11.5.9 to any subsequent release such as release 11.5.10, R12.

Cause

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