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Attachments Created via Customer Support (HTML) Fail to Appear in Contact Center (Doc ID 761021.1)

Last updated on JULY 28, 2019

Applies to:

Oracle Customer Care - Version 11.5.10.2 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.

Symptoms

-- Problem Statement:
Attachments created by Customer Support Specialist responsibility are not always seen by Customer
Support Responsibility in the Contact Center or Find Service Request screen.

This is an intermittent issue and may be partially related to a similar problem (logged in another
TAR) where the Service Request details do not fully populate
on the form (for CSZ created SRs).

-- Steps To Reproduce:
1. Customer Support Specialist > Agent Dashboard > Create SR > Add attachment > Save.

2. Customer Support > Find SR just created. SR tab > no attachments.

3. Find Service Requests > Find Service Request again > SR does not fill in details (This
may be a clue that sr is corrupted)


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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