Error: "Customer Cannot Be Identified" When Creating A Service Request With Employee Name (Doc ID 803323.1)

Last updated on AUGUST 12, 2016

Applies to:

Oracle Teleservice - Version 11.5.10 to 12.2 [Release 11.5 to 12.2]
Oracle Customer Support - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

In the Agent Dashboard page of the Customer Support Specialist responsibility the user selects 'Employee Name' or 'Employee Email' from the Search Key LOV when creating a Service Request.
After entering a value the Warning message "Customer cannot be identified" is displayed in the form.

The issue can be reproduced with the following steps:

1. Customer Support Specialist > Agent Dashboard
2. Under the Create Service Request section use the Search key LOV and select "Employee Name".

Cause

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