Service: Print Friendly Button Fails to print 'NOTE DETAIL' information in Workbench tab in 'Create Service Request' form (Doc ID 414176.1)

Last updated on JANUARY 21, 2017

Applies to:

Oracle Teleservice - Version 11.5.10 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.
***Checked for relevance on 22-Jan-2017***


Goal

While using 'Customer Support' responsibility in Service to create Note, the 'Printer Friendly format' button in Workbench tab did not display/print the 'Note Detail' text.

Responsibility: Customer Support
Navigation: Service Request -> Create Service Request

STEPS

1. Create a service request, say 146322
2. Go to Workbench Tab
3. Go to Notes section
4. Click on New button
6. Enter DESCRIPTION as 'NOTE SUMMARY'
7. Click on 'Note Detail' button
8. 'Note Detail' form opens up
9. Enter 'Detail' as 'Note Detail'
10. Click on OK and Save

11. Navigate to top of Notes section
12. Select 'View By' as 'All Notes'
13. Click on 'Printer Friendly' button
14. 'Notes HTML' page pops up
15. Please note that the page only contains 'NOTE SUMMARY'

'NOTE DETAIL' text is not visible in the HTML page and is unavailable for print

Solution

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