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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 MAY 22, 2020

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.

Symptoms

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:
JTF_NOTES_TL.NOTES
and JTF_NOTES_TL.NOTES_DETAIL.

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.

Cause

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In this Document
Symptoms
Cause
Solution
References

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