Contact Center: Search By Service Request Does Not Populate SR Tab (Doc ID 567684.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Symptoms

After creating a Service Request in the Service Request form, when querying the SR in the Contact
Center, not all the information is populated.

The problem may be present also when using Advanced Inbound, with the screen pop on Contact Center.
When a customer calls in and puts in their SR number the Contact Center form pops for that Customer but it does not pop the SR, it pops a blank form.

EXPECTED BEHAVIOR
The SR information should be showing up.

WHAT IS WORKING
When searching for SR the Contact Center shows the Contact information for that SR, but below in
the Service Request tab, it does not bring up the information.

WORKAROUND
The SR information populates in the grid after the Agent hits 'Refresh'.

-- Steps To Reproduce:
(R) Customer Support
(N) Service Requests -> Create Service Request
- Create a new SR

(N) Customer Management -> Contact Center
- Search By: enter SR number created in CSXSRISR
or
- Using Advanced Inbound, customer calls in and puts in their SR number the contact center.

Changes

Cause

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