Service Request: Service Request Type LOV Fails to Show All Expected Values (Doc ID 785040.1)

Last updated on JULY 27, 2017

Applies to:

Oracle Customer Care - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Symptoms

When a Service Request is created, the List of Values for Service Request Type may show either:

- No Service Request Types at all
- All Service Request Types and not only those expected

Expected Behavior

LOV must show only SR types associated with the active Responsibility.

Steps

(R) Customer Support (11i) or Service (R12)
(N) Service Requests > Create Service Request

- Go to the SR Type LOV
- None or All Service Request types are displayed.

Changes

 

Cause

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