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Notes Created In Customer Support Module Are Displayed In Both Note Description And Note Details (Doc ID 808843.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Teleservice - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.


When a user adds a note to a Service request using Customer Support module (HTML) , The same note text is stored in Notes section as well as the Note Details section when you view the service request from the 'Create service request' form. 
Basically the same notes text is stored in both the columns:

Users expect that the note text will only display once.

Steps to Reproduce

1. Select the Customer Support Specialist responsibility
2. Open SR
3. Add a note
4. Select the Customer Support responsibility
5. navigate to Service Requests > Create Service Request
6. Select Workbench tab.
7. The same note text from #3 is seen in the note description and note details.


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